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Articles by Guest Author

A selection of articles from contact centre industry experts

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Workforce Impact and the Future of AI in Financial Services

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How to Make the Most of Call Centre Outsourcing

Case Study: Kin Insurance Increased Adherence by Over 30% With Assembled

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Live Chat Quality – 7 Training Exercises to Improve It

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Using Auto Call Scoring to Choose the Right Calls for Manual Review

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What Does Candor Mean for Call Centres? How to Embrace It

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AI Under Control: How to Ensure Ethical Customer Service

Garden Power Tools

Case Study: Ratioparts Scales Up Outbound Revenue With babelforce and Zendesk

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Call Centre Outsourcing: How Can BPOs Meet Their KPIs?

Blocks that day 'Trend' on them

8 Biggest Trends Impacting Mid-Sized Companies

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Is Generative AI the Key to Boosting Chatbot Performance

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The Power of Auto Call Summaries: Transforming Information Overload

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Case Study: O.phon Boosts Response Times by 64% with Genesys

Old vs new phone

The Evolution of the Intelligent Contact Centre

Person working in a call centre with the words 'Debt' on the screen.

How to Improve Right-Party Contact Rates in Debt Resolution

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Case Study: E.ON Achieves 90% Answer Rate With Calabrio

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Arm Your Agents in the Battle Against Stress

Quality Assurance Software

How to Find the Best Contact Centre QA Software

Call centre agent looking stressed

7 Techniques to Manage Call Centre Stress

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CX Trends 2024: The Impact of Technology on Customer Experience

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Case Study: Homeday Transforms CX With babelforce and Zendesk

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Beyond ChatGPT: Navigating the New Era of CX AI

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Employee Rights Bill: Impact on Workforce Planning in Contact Centres

Contact Centre agents

The Future of Customer Service: Top Contact Centre Automation Trends