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About Us
Articles by Guest Author
A selection of articles from contact centre industry experts
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How AI Analytics Can Improve Call Centre Performance
What Is an Inbound Contact Centre, and How Does It Work?
How AI Will Increase Training Needs for Colleagues
Do You Really Need a WFM System? Here’s Why You Might
Top 14 Cold Calling Scripts for Call Centres
Case Study: Utility Warehouse Reduces Costs With NICE
How Does AI Deliver Outstanding Customer Experience?
Master the CX Basics: Agent, Business, Customer Experience
Workforce Management Call Centre: How to Optimize Operations
Case Study: NatWest Group Transforms CX With Genesys
Evolution of CCaaS – What’s Next?
Five Ways AI Enhances Patient Experience in Healthcare
What Is a Cloud Contact Centre, and How Does It Work?
How to Balance the Cost to Serve With Agent Wellbeing
Case Study: Mike Morse Law Firm Boosts Efficiency With Zoom
What is an Omnichannel Contact Centre, and How Does it Improve CSAT?
Translating Manual Scorecards Into AI-Driven Auto Scorecards
Case Study: North Devon Council Reduces Abandonment Rates With Zoom
A Guide to Mean Opinion Score (MOS)
Case Study: Severn Trent Improves Contact Centre Efficiency With NICE
Discover How to Track and Improve Agent Satisfaction
Tailoring Customer Service for Every Generation in EGaming and Sports Betting
Case Study: PureGym Transforms Its Contact Centre With Genesys
Video: Using the 3 Strike Rule in the Contact Centre
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Editor's Pick
Quick Wins to Improve Your C-Sat Scores
How to Prepare Agents for Their First Leadership Role
Effective Ways to Unlock Agent Productivity
10 Strategies to Help Agents Feel Less Lonely
Latest Resources
Webinar Replay: Advanced Coaching Strategies for Contact Centre Leaders
Guide: The Secret to Powering Up Your CX
Upcoming Events
Why Modernizing Your Systems Is the Right Move Today – Webinar
Unified CX: Manage Omnichannel Interactions Seamlessly From ONE Platform – Webinar
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9 Contact Centre Trends for 2025
Contact Centre Technology: Types, Benefits, and Trends
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