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Articles by Guest Author

A selection of articles from contact centre industry experts

Customer service call centre robot

How AI Is Reshaping the BPO Business Model

Person using a AI Chatbot on phone with laptop infront.

How AI Chatbots Reduce Resolution Times and Enhance CX

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Case Study: Topaz Services Elevates Customer Experience with Zoom

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Open Questions to Use in Customer Service

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5 Strategies to Improve Coaching and Engagement in Your Contact Centre

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The Power of AI and Gamification: CX, EX and Beyond

Workforce Management concept

7 Key Signs Your WFM Solution Is Delivering Results

Robot hand and human hand over a globe

Wise and Shine: AI’s Bright Future in Customer Experience

Person using tablet with robot and web chats

How to Semi-Automate Your Call Scoring

Customer relationship management concept

What Is Customer Service Management? Examples and Best Practices

The words 'Key Performance Indicator' with a key and lock

11 Critical KPIs to Monitor for Contact Centre Efficiency

Medicine doctor touching medical global network

Case Study: RedSalud Reduced Contact Centre Operating Expenses by 30% With Genesys

Robot in a call centre with headset on

5 Ways AI Improves Customer Experience Management

Isometric flat vector concept of QA

How QA Software Can Help Solve Your Contact Centre’s Key Challenges

"Time is money" concept

3 Steps to Get Ahead of the “Time Is Money” Initiative

Person touching a cloud with a network of people around it

How Does a Cloud Contact Centre Improve Customer Retention?

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Case Study: Sony Electronics Achieves Record CSAT With NICE

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80% of AI Projects Fail – Here’s How to Save Yours

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No More Talk – It’s Time for Action With The New CX

Board with arrows and colored figures.

How to Hit the Sweet Spot in Workforce Planning

Choosing a strategy concept

How to Navigate RFPs for Workforce Management Software

2 people running

Case Study: Brooks Reduces Phone Wait Times By 66% With Assembled

Future contact centre concept with VR headset and technology

Create the Perfect Contact Centre by 2030

AI Software

The Fundamentals of Contact Centre AI Software