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Articles by Guest Author

A selection of articles from contact centre industry experts

Workflow Process and Automation Concept

The Benefits of Process Automation Contact Centres

AI text in brain and speech bubble - Speech Analytics Concept

Speech Analytics Meets AI – A New Era in Quality Management 

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Case Study: Lulu and Georgia Decrease FRT by 22% With Assembled

Modern homes and Town houses

Case Study: ORA Saves 30% of Work Time With Zoom

Image of security padlock icon over neon glowing tunnel in seamless pattern

Customer Service Security – 8 Effective Tactics for 2025

Close-up of hands holding tablet with CUSTOMER JOURNEY inscription

Your Complete Guide to Customer Journey Analytics

Hand arranging wooden cube houses on yellow background

On Demand Webinar – How to Bridge The Digital Divide

Silhouette of building and 2025 - shaping future concept

What Will Shape the Contact Centres of 2025?

WFM Concept

Contact Centre WFM: Long and Short-Term Planning

3D question marks against neon background and clouds

Is Your Contact Centre Ready for the Cloud?

2030 Concept

Move Over 2025… Top CX Predictions for 2030!

Clouds with a contact centre agent in the middle vector

10 Tips for Choosing the Right Cloud Contact Centre Solution

AI Agent bot concept

What’s Next for Voice AI Agents?

Sad to happy faces on yellow background

The Cost of Poor CX and How to Turn It Around

Robot Balancing Stacked Coins With Finger On Wooden Seesaw Against Blue Background

How to Manage AI Costs in the Contact Centre

A medical worker using virtual with health care icons

Case Study: Maxicare Boosts CSAT Above 90% With NICE

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Case Study: Ipsy Reaches 97% Agent Adherence With Assembled

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Case Study: MSC Cruises Transforms CX With injixo

WhatsApp being more popular image with chat mick up

Why WhatsApp Is Growing in Popularity for Contact Centres

KPI Concept

10 Important Call Centre KPIs to Monitor

Call centre agent writing in a notebook

Best Practice for Effective Call Summarization

Recruitment concept and the idea of attracting people

10 Clever Ways to Attract More Agents

Customer Service Skills Concept

Essential Skills Every Contact Centre Agent Should Master

A contact centre worker on the phone to a customer

Turning Obstacles to Opportunities: Revolutionizing UK Utility Customer Care