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Articles by Guest Author

A selection of articles from contact centre industry experts

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12 High-Impact Decisions You Can Make Using Dashboards & Reporting

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How Does AI Improve Contact Centre Efficiency?

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Hit the Ground Running! How to Help Your Agents Be Shift Ready

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NLP-Based vs. LLM-Powered Sentiment Analysis

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How to Extract Valuable Insights With Text Analysis

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Case Study: Hollywood Bowl Increases Adherence to 95% With Injixo

Customer Profitability Analysis

A Beginner’s Guide to… Customer Profitability Analysis

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The New CX – AI and Agents in Conversation

Robot and call centre agents working at a desk.

8 AI Capabilities to Look for in a Contact Centre Solution

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6 Key Factors to Consider When Choosing the Best Contact Centre

CRM Concept

How Does Call Centre CRM Software Work?

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How Can Automatic Number Identification Benefit Contact Centres?

Wooden cube block print screen person icon which link connection network for organisation structure social network

Creating a Cohesive Omnichannel Customer Support Experience

DORA Act graphic

DORA’s Knocking: Will Financial Services Organisations Weather the Storm?

Business Process Outsourcing concept

How BPOs Can Overcome 5 Common Challenges

work from home concept

Remote Workforce Management: Tips & Challenges

Kim Ellis How to Use the Sandwich Technique

Video: How to Use the Sandwich Technique for Customer Service

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Skills-Based Workforce Planning: Get the Gain Without the Pain!

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How Does AI Improve Contact Centre Efficiency?

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How to Measure CSAT Without Surveys

VOIP headset on keyboard - call center and customer service concept

How to Master Outbound Calling Best Practices

Glass globe with phone

Case Study: Orgadata Streamlines Global Operations with babelforce

AI network

The True Benefits of AI for Workforce Management

Call centre vs contact centre concept

The Top Differences Between Call Centres and Contact Centres