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Articles by Guest Author

A selection of articles from contact centre industry experts

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7 Predictions for 2025: What Does Next Year Hold for the Contact Centre?

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Five9’s CX Summit Highlights – Exploring the Evolving Landscape of CX

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Record Number of Automated Customer Interactions Handled on Black Friday

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Improving Patient Experience With Contact Centre Excellence

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Workforce Optimization Suite or Specialist WFM Application: How to Choose

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Puzzel CCO Lindum on Maximizing CCaaS Investments

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Best Statements to Use When Closing a Live Chat

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Case Study: Fanatics Reduces AHT by 13% With Genesys

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The Transformation of Airline Customer Experience: The Rise of AI

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Cost Efficiency in Public Services: The Role of CCaaS in Budget Optimization

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How to Build the Best Team Support Ever?

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Elevate AI: Unlocking the Future of Customer Experience 2024 (Event Highlights)

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2024 Contact Centre Trends: A Year in Review

Festive Customer Experience Concept

Making Your Customer Service Experience Merry and Bright Over the Holidays

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Which CX Analytics Should a Contact Centre Measure?

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Crafting Clarity: The Science of AI Prompt Designing

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How Does CCaaS Drive Innovation in the Contact Centre?

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Hang On a Minute… Is AI Worsening EX?

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Why Are Leaders Failing to Engage Their Teams?

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Call Centre Compliance Checklist Template

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Customer Experience vs. Customer Service: What’s the Difference?

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Navigating the Shift to Cloud Contact Centres – An Expert’s Perspective

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Case Study: Classpass Increases Adherence by 12% With Assembled

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How Maintel’s Rebrand Is Transforming Customer Experience