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Articles by Guest Author

A selection of articles from contact centre industry experts

Colin Mann video cover how to reduce queue time

Video: Tips to Reduce Call Queue Time

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Real-Time vs. Post-Call Analytics in Contact Centres

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How the AI-Human Partnership Drives Success

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The Human-Tech Touch of Tomorrow

Call centre operators sat at desks in headsets

Demystifying SLA in Call Centres: A Comprehensive Guide

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Migration Services Assured for Genesys PureConnect Customers

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How to Reduce the Cost to Serve by Removing Manual Tasks

Number 10 Formed By Wooden Blocks On A White Table

Dispelling 10 Contact Centre Misconceptions

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How to Improve the Patient Experience

Gold checkmark and the words consumer duty

Are Call Centre Employees Equipped for Consumer Duty?

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Challenges Impacting the Credit and Collections Industry

Portrait of a smiling customer service representative at the computer using headset

How Gamification Can Boost Agent Engagement

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Unveiling the AI in Banking Gap

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CallMiner Announces LISTEN Award Winners

Two golden trophies

Genesys Awarded Two 2023 Global AWS Partner Awards

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Uniphore a Leader in Opus Research 2023 Report

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6 Ways to Show Your Customer Service Reps They’re Appreciated

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Unlocking the Real Power of Contact Centre Analytics

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How Emotion Analytics Can Benefit Your Business

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Why Frictionless CX Matters

Net Promoter Score - NPS text on sticky notes isolated on office desk

How to Improve Your Net Promoter Score

Methods to Calculate Forecast Accuracy video Cover with Chris Dealy at injixo

Video: Methods to Calculate Forecast Accuracy

A piggy bank telephone on a green background

How to Optimize Financial Services Call Centre Outsourcing

A number seven in neon

7 Statistics Affecting Contact Centres Today