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About Us
Articles by Guest Author
A selection of articles from contact centre industry experts
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Conversational and Generative AI: The Dynamic Duo
Elevating the Employee Experience: Transition
Video: Why FCR Matters and How to Measure It
15 Fascinating Conversational AI Statistics
Break the Cycle of Unhappy Agents and Poor Sales Habits
The Art of Customer Service in the Automotive Industry
Introducing Scorebuddy Quality Assurance Coaching
Finding the Sweet Spot Between Automation and Control
Unlocking Productivity: Introduction to Workforce Management
How to Enhance CX With Expert Input
What Is Average Handle Time (AHT) in Contact Centres?
Google Calendar Integration: Optimizing WFM
Talkdesk to Showcase Efficiency With Generative AI at Gartner Symposium
Bringing the Back Office Into Your Omnichannel Contact Centre
AI Disruption Is Here! Are You Managing It Well?
8×8 Announces New Video Functionality
Assembled Gains Ground in the G2 Fall 2023 Report
Optimizing and Automating With Call Intent
NICE to Acquire LiveVox
Take Your Hybrid Workspace to New Heights with HP and Poly Solutions
Scorebuddy Announces the Launch of Scorebuddy Coaching
Bias, Accuracy and Benchmarking for Conversational AI
The Essential Roles of WFM in Call Centres
How AI Will Revolutionize Retail Customer Experience
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Editor's Pick
Quick Wins to Improve Your C-Sat Scores
How to Prepare Agents for Their First Leadership Role
Effective Ways to Unlock Agent Productivity
10 Strategies to Help Agents Feel Less Lonely
Latest Resources
Webinar Replay: Advanced Coaching Strategies for Contact Centre Leaders
Guide: The Secret to Powering Up Your CX
Upcoming Events
Why Modernizing Your Systems Is the Right Move Today – Webinar
Unified CX: Manage Omnichannel Interactions Seamlessly From ONE Platform – Webinar
Latest Blogs
9 Contact Centre Trends for 2025
Contact Centre Technology: Types, Benefits, and Trends
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