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Articles by Guest Author

A selection of articles from contact centre industry experts

unhappy to happy concept

Bad Customer Service: 7 Ways to Identify and Fix It

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Best Practices for Agent-Friendly Scheduling

Riding a wave

Are You Prepared to Ride the Waves of New Age CX?

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Case Study: Pluxee Streamlines Global CX Strategy With Genesys

AI Analytics Dashboard

How AI Analytics Can Improve Call Centre Performance

Call Centre Agents sat at a desk

What Is an Inbound Contact Centre, and How Does It Work?

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How AI Will Increase Training Needs for Colleagues

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Do You Really Need a WFM System? Here’s Why You Might

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Top 14 Cold Calling Scripts for Call Centres

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Case Study: Utility Warehouse Reduces Costs With NICE

How Does AI Deliver Outstanding Customer Experience?

Customer Experience Concept

Master the CX Basics: Agent, Business, Customer Experience

Image that says 'WFM' on

Workforce Management Call Centre: How to Optimize Operations

Digital Banking and Financial Technology Concept

Case Study: NatWest Group Transforms CX With Genesys

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Evolution of CCaaS – What’s Next?

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Five Ways AI Enhances Patient Experience in Healthcare

Cloud Computing Concept

What Is a Cloud Contact Centre, and How Does It Work?

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How to Balance the Cost to Serve With Agent Wellbeing

Law concept

Case Study: Mike Morse Law Firm Boosts Efficiency With Zoom

Omnichannel concept

What is an Omnichannel Contact Centre, and How Does it Improve CSAT?

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Translating Manual Scorecards Into AI-Driven Auto Scorecards

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Case Study: North Devon Council Reduces Abandonment Rates With Zoom

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A Guide to Mean Opinion Score (MOS)

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Case Study: Severn Trent Improves Contact Centre Efficiency With NICE