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Articles by Guest Author

A selection of articles from contact centre industry experts

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The Top 5 Agent Performance Metrics

Five digital stars

AI-Driven CX in the Contact Centre Space

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Customer Service Chatbots: Benefits and Examples

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Genesys to Acquire Radarr Technologies

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The Evolution of Contact Centre Management in the Remote Era

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2024 Trends: The Democratization of the Contact Centre

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How to Book Staff Coaching Without Impacting the Customer

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Contact Centre AI Maturity Model

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GenAI Expert Nina Schick Is Confirmed for Disrupt

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86% of Consumers Want Retailers to Make AI More Diverse, Equitable, and Inclusive

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8×8 Extends XCaaS Platform AI Capabilities

checklist and gavel with the words Navigating Consumer Duty Closed Book Implementation

6 Steps to Navigating Consumer Duty Closed Book Implementation

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2024 Vision: A Year of Experimentation, Data Insights, and Cloud Challenges

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5 Ways Your Customer Support Tech Stack is Failing You

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The Broader CXi Impact of Consolidation

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Contact Centre Quality Monitoring – Five Essential Steps

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MaxContact Supports UKNCCA 2024

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How to Measure Customer Experience in Contact Centres

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Zendesk Releases Annual CX Trends Report

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Five9 Intelligent CX Platform Available on Google Cloud Marketplace

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5 Key 2024 Customer Service Trends to Follow

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Following Contact Centre Call Recording Laws

Choosing a strategic path to move forward. Business decision making and the way to success.

Contact Centre Technology Decisions to Make Today

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Will AI Take Away Jobs? Let’s Hope So