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Articles by Guest Author

A selection of articles from contact centre industry experts

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What I’ve Learned About Scaling Customer Support

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MaxContact Featured in Gartner’s Market Guide

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Video: The Difference Between ChatGPT, LLMs, and Generative AI

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Investing in Technology is Essential for Local Government

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Interview: Your Culture Is Killing Your CSAT

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Consumers Returning to Assisted Channels

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FCA Consumer Duty: What You Need to Know and How to Get Ready

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Odigo Announces Chrome Enterprise Recommended Certification

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Generative AI in Retail Customer Service

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Harnessing the Benefits of Cloud Contact Centre Software

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The Future of Call Centres

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Top Reasons to Incorporate Video Into Customer Interactions

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8×8 Contact Center Wins TrustRadius 2023 Awards

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What I’ve Learned About Running a Call Centre – 5 Critical Factors

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It’s Your Data, Use It

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Building Empathy Into Utility Customer Service

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Case Study: injixo and Thomas Cook

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Reaching Customer Service Excellence

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29 Call Centre Metrics and KPIs

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AI for CX: Get It Right Without Being Left Behind

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What Is Workforce Optimization?

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The Modern Approach to Quality Management

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Call Analytics: Measurement, Reporting & More

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Why You Should Care About Call Centre WFM