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Articles by Guest Author

A selection of articles from contact centre industry experts

KPI Key Performance Indicators. Futuristic business design of KPI analytics.

Twelve Contact Centre KPIs to Track for Success

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How AI Is Transforming Contact Centres

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Case Study: Mi Hub Improves Customer Journey

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10 Humble Call Centre Metrics You Can’t Ignore

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Mastering the Art of Call Centre Agency Training

People in a call centre

Performance Management for an Age of Hybrid Work

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What Is a SaaS Call Centre or Cloud Call Centre?

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Strategies for Remote Agent Training

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Case Study: Jet2 Improves Employee Oversight

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Global Research Reveals 3 Ways to Make UK Agents More Impactful

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Master Adherence and Conformance in Your Call Centre

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Enghouse Expands Partnership with Intertec Systems

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NICE a Leader in Everest Group’s Task Mining Products PEAK Matrix

Customer talking on mobile phone

Voice of Customer Analytics: Everything You Need to Know

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The Impact of AI on Customer Service

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How Technology Can Improve the Agent Experience

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8×8 Announces Remote Fix for UK Housing Associations

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Five9 Awarded Intelisys 2023 Top CCaaS Supplier Award

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Unveiling the Complexity of Customer Expectations

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Genesys Ranked Leader in Frost Radar 2023 Report

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Looking Toward 2024: Strategies Shaping CX

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Sentiment Analysis and How it Improves CX

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How to Improve Your Customer Sentiment Analysis

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Insurance Relationships: Rethink and Revitalize CX