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Articles by Guest Author

A selection of articles from contact centre industry experts

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The Future of Productive Conversations With AI, CRM and Data

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How to Design an Escalation Matrix for Call Centre Agents

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3 Prevailing Contact Centre Myths and How to Banish Them

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What High-Profile AI Blunders Can Teach Us

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Overcoming Key Challenges in UK Local Government Contact Centres

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Customer Retention Management & How to Do It

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The Top 3 Gamified Learning Platforms in 2024

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Case Study: Sutton Council Delivers on Their Promise of Effortless CX

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The Essential Guide to WFM – Key Features to Look For

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8×8 Unveils Latest Enhancements to Customer Engagement Solutions

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Ofcom Latest: What Contact Centre Leaders Need to Know

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Ditch Unreliable Customer Surveys With New xNPS

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Playvox and Freshworks Partner to Revolutionize Workforce Management

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Sabio Launches New WFM eBook to Maximize Contact Centre Efficiency

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Swisscom and Genesys Team Up For Next-Gen CX and Sustainability

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Delivering Exceptional Experiences in the Real World

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How Video Helps Provide Exceptional Customer Experience

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Video: How to Choose Which Calls to Evaluate

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Combine Social Media and CX to Listen and Respond to Customers

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A Guide to Contact Centre Sentiment Analysis

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5 Ways Renewable Energy Companies Can Power Up CX

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Debunking the Top AI Myths in the Contact Centre Industry

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Drive Success With Gamification Software for Employee Engagement

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Case Study: Lifeplus Boosts CSAT to 94.8%