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Articles by Guest Author

A selection of articles from contact centre industry experts

Technical support concept

10 Features to Look for in Contact Centre Software for Control Rooms

Dashboard of AI Data

75% Still Prefer Speaking to a Real Human for Customer Support

Both human and robot hand touching a digital globe.

How Artificial and Augmented Intelligence Are Transforming Contact Centres

Person using a computer with a digital pop up of a cloud - cloud computing concept

Case Study: IONOS Reduces Chat Handling by 15% with Genesys

A person making an obnoxious gesture

How to Deal With the “Know-It-All” Customer

Robot with a rocket and tools

Calabrio Launches New AI-Powered QM Tools

House Appliances

Case Study – GE Appliances Increases Adherence by 20% With Calabrio

A white notebook on a yellow background and five stars - 5 star customer service skills

The 5-Star Customer Service Skills Your Team Really Need

Blurred background of an event with a magnifying glass in the front

Three Cities, Three Events, and Uncovering the Real Challenges in CX

Workforce Management Concept

The Value of Workforce Optimization, Management & Engagement

Call Centre Agent with a graph over the top

Boost Your BPO Results With the Champion-Challenger Approach

Video Image: Agent Self-Evaluation – The Pros and Cons

Video: Agent Self-Evaluation – The Pros and Cons

Cloud contact centre technology

Top 11 Features in a Contact Centre Solution for Utility Companies

Customer Service Skills written on a notepad

8 Hard Skills for Customer Service and How to Develop Them

Call centre

5 Ways Advanced Inbound Contact Centre Software Reduces Call Volumes

Increase Arrow being held by a robot hand.

10 Ways to Transform Your Enterprise With Conversation Intelligence

Call Centre Agents

Case Study: Hexaware Achieves 60% Call Automation With Genesys

Hand Holding Magnifying Glass Over Quality Assurance Certificate

How to Choose a Contact Centre QA Platform

Contact Centre

How Can a Contact Centre Improve Internal Workforce Management?

Blocks that have the letters 'BPO' on

How to Get Buy-in for Customer Service Outsourcing

Person on phone with 5 stars

How Support & Technical Services Help Define CX Leadership

Cartoon version of a person using their phone with a connection of customers around

Can Call Deflection Really Boost Customer Connection?

customer service representative with a plane in the background

Case Study: BlueLink Optimizes Global Services With Odigo

Video Image: The Secrets to Writing Better Customer Emails

Video: The Secrets to Writing Better Customer Emails