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Articles by Guest Author

A selection of articles from contact centre industry experts

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How Does a Cloud Contact Centre Improve Customer Retention?

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Case Study: Sony Electronics Achieves Record CSAT With NICE

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80% of AI Projects Fail – Here’s How to Save Yours

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No More Talk – It’s Time for Action With The New CX

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How to Hit the Sweet Spot in Workforce Planning

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How to Navigate RFPs for Workforce Management Software

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Case Study: Brooks Reduces Phone Wait Times By 66% With Assembled

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Create the Perfect Contact Centre by 2030

AI Software

The Fundamentals of Contact Centre AI Software

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How to Create Agent Schedules in Just a Few Minutes

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7 Success Strategies for Outbound Call Centre Excellence

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Understanding and Assessing Your Team’s CX Maturity

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Top Tips for Onboarding Contact Centre Agents

Call Centre Agents shrugging their shoulders.

Clean a Toilet or Contact Customer Service? Tough Call…

AI Concept

Overcoming the AI Adoption Chasm

Smiling call centre agent

Case Study: Convera Transforms Employee Engagement with Zoom

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A Guide to Answering Machine Detection

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From Design to Deployment: Mastering AI Prompt Customization

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Case Study: Western Sydney University Reduces Abandoned Calls by 45% With Genesys

Leading CRM Providers to Consider in 2024

Leading CRM Providers to Consider in 2024

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What Is Call Centre Automated Quality Management (AQM)?

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Practical Ways to Improve Customer Satisfaction With AI

6 Ways to Improve Contact Centre Performance

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Case Study: Dutch Railways Achieves 85% Occupancy With NICE