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Articles - Trends

Articles about the latest trends impacting the contact centre industry.

Survey chapter - technology, metrics, channels and more 2023

Latest Trends in Technology, Metrics, and Channel Choice

Workforce Management (WFM) Chapter Cover 2023

Research Insights – What’s Changing in Workforce Management?

Quality Assurance (QA) Chapter Cover 2023

How Well Are Contact Centres Managing Quality Assurance?

Customer Experience (CX) Chapter Cover 2023

How Are Contact Centres Delivering Great CX?

30 Customer Experience Trends to Watch Out For

Trends that are Growing Omni-Lingual Support in Contact Centres

Person working on a virtual screen with charts and the words customer experience

The Latest Trends in CX Self-Service

AI concept with robot shape and lights

Five 2024 AI Trends for the Contact Centre and Beyond

Trend Spotting: What’s Going on in Contact Centres Right Now?

Develop new products, services, and strategies to stay ahead.

Staying Ahead of the Contact Centre Evolution

Workforce Management Trends on colorful paper note with calculator and pen on red background.

Emerging WFM Trends to Look Out For

Call centre workers

The Future of Call Centre Outsourcing Technologies

A photo of a child rocketman

7 Future Trends for Contact Centres

Over the Next 5 Years, Which Trend Will Have the Biggest Impact on Contact Centres?

AI Is Set to Take Hold of Contact Centres

Person holding three fingers up

Three Trends Impacting the Insurance Customer Experience

Business Term with Climbing Graph - Customer Service

5 Key 2024 Customer Service Trends to Follow

An illustration of a contact centre worker

Customer Trends Shaping the Contact Centre of the Future

A picture of the centre stage in a theatre

3 Customer Experience Trends That Will Take Centre Stage

4 pink piggy banks and a pile of coins - financial services concept

Four Financial Services CX Trends to Watch for 2024

Artificial Intelligence (AI) Chapter Cover 2023

Research Insights – Where Are Contact Centres on Their AI Journey?

AI concept with person holding digital globe and connection icons

2024 Trends: Expanding the Benefits of AI to Contact Centres of All Sizes

Moving from idea to implementation.

5 Actionable Trends to Implement in Your Contact Centre in 2024

Magnifying glass focuses on five-star and quality icon - cx trends investigation concept

What’s Driving CX Trends in 2023?

Star with binoculars

2024 Predictions: 5 CX Trends to Watch

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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

Call Centre Helper is an Award Winning Magazine for Contact Centers, Customer Service, BPO and CX.
Hot Topics : CX - CCaaS - AI - Analytics - WFM

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