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Articles by Guest Author

A selection of articles from contact centre industry experts

Customer Experience, Review Concept. Five yellow stars excellent rating in frame

How the Retail Industry Can Deliver Better CX Through Self-Service

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Driving Quick ROI in Conversation Intelligence Programs

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Predictive Dialing and Cell Phones – A Way Forward

Customer Experiences Concept. Happy Client Using Smartphone to Reading Review

14 Techniques for Excellent Call Centre Customer Service

A quality concept with QUALITY stamp being used

Mastering Contact Centre Quality Assurance

Digital collage wall of TV screens

Case Study: Nielsen Sees 30% Improvement in Agent Wait Times

Person using laptop and is happy with AI

Can AI Spark Joy for Your Employees?

Burnout concept with matches

Empowering People – CCMA Interview With Stephen Yap

The charge of a person. Replenishment of energy. Powerbank charges a person with a USB cable

Why It’s Time to Focus on Burn-In – Instead of Burn-Out

Enhance concept with arrow increasing

Creating New Value for Customers With Generative AI

Five seedlings growing with increasing graph arrow

5 Operational Benefits of the CCaaS Subscription Model

Hand turning a knob selecting RPA (Robotic Process Automation) mode

The Future: Exploring Robotic Process Automation (RPA)

Two hand holding illustration of cloud computer for download and upload

Genesys Empowers Charities With Cloud Contact Centre Tech

Two business people shaking hands - partnership concept

eGain Partners With Talkdesk

Person holding digital smiley face - positive experience concept

Elevating the Employee Performance Experience

Hand working with cloud technology system

Kubota Tractor Corporation Chooses 8×8 XCaaS

People icons with magnifying glass over one - wfm choice

Videoslots Chooses injixo as Its WFM Solution

Superhero leader with inspired team

How to Be an Inspiring CX Leader

Coins stacks with red graph down arrow - reduce cost concept

How to Reduce Costs Without Compromising Experience

Hand holding a phone with groups of people icons - community concept

Execs In The Know Enhances User Experience

The Earth analyzed under a magnifying glass - global insights concept

Case Study: Kantar Implements CCaaS Solution

Voice and sound recognition equalizer wave

HP | Poly Introduces New Voice Solutions for Microsoft Teams

Illustration of real time analytics concept

Act When It Matters With Enhanced Real-Time Experience

Analytics graphs on digital screen

How to Unlock the Full Power of Call Centre Analytics