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Articles by Guest Author

A selection of articles from contact centre industry experts

Workforce Management Concept

The Value of Workforce Optimization, Management & Engagement

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Boost Your BPO Results With the Champion-Challenger Approach

Proc and cons concept - agent self-evaluation video cover

Video: Agent Self-Evaluation – The Pros and Cons

Cloud contact centre technology

Top 11 Features in a Contact Centre Solution for Utility Companies

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8 Hard Skills for Customer Service and How to Develop Them

Call centre

5 Ways Advanced Inbound Contact Centre Software Reduces Call Volumes

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10 Ways to Transform Your Enterprise With Conversation Intelligence

Call Centre Agents

Case Study: Hexaware Achieves 60% Call Automation With Genesys

Hand Holding Magnifying Glass Over Quality Assurance Certificate

How to Choose a Contact Centre QA Platform

Contact Centre

How Can a Contact Centre Improve Internal Workforce Management?

Blocks that have the letters 'BPO' on

How to Get Buy-in for Customer Service Outsourcing

Person on phone with 5 stars

How Support & Technical Services Help Define CX Leadership

Cartoon version of a person using their phone with a connection of customers around

Can Call Deflection Really Boost Customer Connection?

customer service representative with a plane in the background

Case Study: BlueLink Optimizes Global Services With Odigo

The Secrets to Writing Better Customer Emails video cover

Video: The Secrets to Writing Better Customer Emails

AI concept

Talkdesk Integrates Agentic AI Across Entire Platform

Person using a smartphone to interact with an AI chatbot

Improving Your Self-Service Options Through Topic Analysis Insights

Blocks of steps up to a block that says 'Customer Experience'

12 Steps to Nail Your Digital Customer Experience Strategy

Aeroplane wing in the sky with a sunset

Case Study: Delta Air Lines Boosts Global Support with Calabrio

IVR Interactive voice response communication concept

Mastering IVR – What to Do and Avoid

AI Education Book on hand of businessman with icon AI Education

A Guide to Optimizing Your Knowledge Base for AI

Purple Mail and e-mail icon isolated on yellow background

How Is Email Evolving and Becoming More Automated?

Customer Loyalty Concept

6 Effective Strategies to Improve Customer Loyalty

Work tools with a wooden house model.

Case Study: Lowe’s Saves Over 1 Million in Operational Costs With NICE