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Articles by Guest Author

A selection of articles from contact centre industry experts

KPI Dashboard on virtual screen.

Analysing Data to Improve Efficiency

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Case Study: CX and Digital Transformation Within the Public Sector

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Case Study: Sykes Speeds Up Onboarding

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Five9 Expands Partnership with Invoca

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Are You Confusing These Popular Metrics?

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AI and Automation Enhancing Performance

Head silhouette with technology and people icons

GPT-4 and the Agent of the Future

Customer Loyalty Concept with the words loyalty with a heart and crown

Customer Loyalty Explained

Abstract colorful chain links with mannequin legs connected together.

The Quiet Quitting and Employee Engagement Link

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How (and Why) the Nature of Work Is Changing

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Automated Interaction Summaries Benefit Agents

Charge concept with pink lightening bolt

Supercharge Your Contact Centre Experience

3D vector speech bubble with tick mark

Introducing SmartScore Powered by ChatGPT

Call centre headset on keyboard with location icons

What Is the Difference Between BPO and Call Centres?

What is CCaaS What are the Benefits Video cover

Video: What Is CCaaS? What Are the Benefits?

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Conversation Intelligence Explained

Cartoon of a ringing red phone

6 Ways to Effectively Manage High Call Volume

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Enjoy a Slice of Customer Data Analytics Pi(e)

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6 Things You Can’t Ignore When Conducting a Audit

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Making Your Contact Centre Data Work

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5 Must-Haves in Your Contact Centre in 2023

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CX Translate Opens the Door to International Understanding

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Case Study: Webhelp Improves Engagement, Learning & Performance

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5 Focus Points to Optimize Omnichannel CX

Zoom Agent Productivity Customer Engagement Box

Editor's Pick

Thumbnail The Best Ways to Deal With Last-Minute Time-Off Requests

The Best Ways to Deal With Last-Minute Time-Off Requests

Thumbnail What It Takes to Get Training Right in the Contact Centre

What It Takes to Get Training Right in the Contact Centre

Thumbnail The 5-Star Customer Service Skills Your Team Really Need

The 5-Star Customer Service Skills Your Team Really Need

Thumbnail Train New Agents in Just 30 Days

Train New Agents in Just 30 Days

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Hot Topics : CX - CCaaS - AI - Analytics - WFM

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