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Automation

Find and explore a range of content on automation tools, to help streamline contact centre operations.

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5 Futuristic Use Cases for Retail CX

5 Futuristic Use Cases for Retail CX

Best Practice for Contact Centre Innovation

Best Practice for Contact Centre Innovation

RPA in Contact Centres: An Executive Guide

RPA in Contact Centres: An Executive Guide

Perfect Your Automated Customer Service Emails

Perfect Your Automated Customer Service Emails

Time-Saving Hacks for Quality Monitoring

Time-Saving Hacks for Quality Monitoring

The Latest Emerging Trends and Strategies in CX

The Latest Emerging Trends and Strategies in CX

Webinar Recording: Simplifying and Automating the Contact Centre

Webinar Recording: Simplifying and Automating the…

The Essential Guide to Conversation Analytics

The Essential Guide to Conversation Analytics

32,000 Jobs in UK Contact Centres Are Set to Bear the Brunt of Brexit

32,000 Jobs in UK Contact Centres Are Set to Bear the…

The Future of Healthcare – 5 Innovative Solutions in Action

The Future of Healthcare – 5 Innovative Solutions in…

How to Maintain High Quality on Self-Service Channels

How to Maintain High Quality on Self-Service Channels

Have You Seen the Gartner 2023 Magic Quadrant for SFA?

Have You Seen the Gartner 2023 Magic Quadrant for SFA?

What Does Contact Centre Partial Automation Really Mean?

What Does Contact Centre Partial Automation Really Mean?

Text-Based Automation on the Rise

Text-Based Automation on the Rise

The Full Guide to Robotic Process Automation

The Full Guide to Robotic Process Automation

How to Get Calls to the Right Agent, First Time

How to Get Calls to the Right Agent, First Time

Mistakes to Avoid when Implementing Self-Service & Automation

Mistakes to Avoid when Implementing Self-Service &…

E-Book: Robotic Automation Case Studies

E-Book: Robotic Automation Case Studies

How to Balance Automation and Personalization in CX

How to Balance Automation and Personalization in CX

5 Ways Technology Supports Contact Centre Agents Every Day

5 Ways Technology Supports Contact Centre Agents Every Day

Why Human-in-the-Loop AI Matters in Customer Service

Why Human-in-the-Loop AI Matters in Customer Service

The Evolution of Voice of the Customer

The Evolution of Voice of the Customer

How Automating Time Off Requests Supports Agents and Planners

How Automating Time Off Requests Supports Agents and…

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Top Stories

How to Deal with That Awkward Agent

7 Ways You’re Punishing Your Best Agents Right Now

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Latest News

8×8 Enters a Strategic Partnership With ULAP

Talkdesk Secures Top Spots in G2 Fall 2025 Reports

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Guide: The QA Manager’s 7-Step Guide to Survive Black Friday

Research: The Future of AI-Powered Experiences

Upcoming Events

9th October 2025

Why Waiting for Reports is Killing Your CX (and How AI Fixes It) – Webinar

24th September 2025

From Insight to Impact: The Next Era of CX and AI Leadership – Webinar

Latest Blogs

How To Forward a Voicemail on Any Device

What is Sentiment Analysis, and How Can it Improve CX?

Featured Webinars

Webinar: Balancing Efficiency with Empathy in Customer Service

Webinar: Boosting Customer Satisfaction in Contact Centres

Webinar: Responsible AI in Customer Interactions – Compliance Without Compromise