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Articles - Business Systems

Discover and explore our Business Systems content collection, including articles, blogs, news stories, case studies, resources and more.

What is WFM cover image

Video: What Is WFM?

Illustration of people and their information

21 Steps to a More Personalized Customer Experience

Hand Holding Light Bulb

16 Key Components of a Digital Customer Transformation Strategy

Shift Planning Calendar

12 Shift-Planning Techniques

The journey behind cx transformation

The Journey Behind Customer Experience (CX) Transformation

A picture of AI forming a human face

14 New Uses for AI to Improve Your Customer Service

Customer Experiences Concept

5 Customer Experience Trends for 2022

2020 autumn survey report

2020 Survey Report: What Contact Centres Are Doing Right Now

2020 Survey Report: What Contact Centres Are Doing Right Now

General Contact Centre Findings: 2020 Survey Results

2020 Survey Report: What Contact Centres Are Doing Right Now

Call Centre Workforce Management: 2020 Survey Results

2018 autumn survey

2018 Survey Report: What Contact Centres Are Doing Right Now

Award trophies on red background

HSJ Partnership Awards 2022

Giving flowers as a gesture of goodwill

18 Goodwill Gestures to Build Better Employee Relationships

Pressure of Demanding Customers

How to Deal With Demanding Customers

Call Centre Predictions for 2022 Fortune Cookies

Contact Centre Predictions for 2022

Problems Facing Contact Centres Warning Sign

The Biggest Problems Facing Contact Centres Today

Workforce Optimisation Software

What Is Workforce Optimization (WFO)?

5 ideas to help design a great digital experience featured image

Recorded Webinar: 5 Ideas To Help Design a Great Digital Experience

Magic Ball Fortune Teller With Speech Bubble Inside on Violet Cloth

The Future of Customer Communication

3D Graphs in different colours

20 Demand Planning Techniques for Your Call Centre

A red cog being placed among other cogs acting as the keystone

23 Key Processes Call Centre Automation Can Simplify

Old telephone with cloud button on blue background

Why Choose Contact Centre as a Service?

Retro Robot with Tin Can Phones

The Dos and Don’ts of Automated Assistants in the Contact Centre

Vector illustration of a call centre AI agent

How AI Has Impacted the Call Centre

EvaluAgent AI Onboarding Made Easy box

Editor's Pick

Thumbnail The Best Ways to Track Absence in the Contact Centre

The Best Ways to Track Absence in the Contact Centre

Thumbnail Contact Centre Predictions for 2025

Contact Centre Predictions for 2025

Thumbnail 10 Christmas Office Games to Motivate Your Team

10 Christmas Office Games to Motivate Your Team

Thumbnail Stop Doing These Stupid Things to Your Customers

Stop Doing These Stupid Things to Your Customers

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

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