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Articles by Guest Author

A selection of articles from contact centre industry experts

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?

Learning concept with person at laptop with learning icons

How AI Will Increase Training Needs for Colleagues

Person thinking

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

two hands holding landlines

Top 14 Cold Calling Scripts for Call Centres

House with utilities symbols in wooden blocks

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

Evolution concept with CCaaS 2024 provider icons

Evolution of CCaaS – What’s Next?

AI in healthcare concept

Five Ways AI Enhances Patient Experience in Healthcare

Cloud Computing Concept

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

Weighing scales on pink background - balance concept

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?

Persons hand and robot hand touching a virtual screen

Translating Manual Scorecards Into AI-Driven Auto Scorecards

Person Smiling on a phone call

Case Study: North Devon Council Reduces Abandonment Rates With Zoom

Vector of a hand placing stars

A Guide to Mean Opinion Score (MOS)

Trees and water scene

Case Study: Severn Trent Improves Contact Centre Efficiency With NICE

Agent Satisfaction Concept

Discover How to Track and Improve Agent Satisfaction

Time scale comparing the differences between generations

Tailoring Customer Service for Every Generation in EGaming and Sports Betting

Image of inside a gym

Case Study: PureGym Transforms Its Contact Centre With Genesys

Three cards with cross mark symbol - three strike rule

Video: Using the 3 Strike Rule in the Contact Centre