Translate

Guest Blogs

Highlights of our guest posts from our collection of contact centre industry experts.

A photo of five wooden stars

How to Implement a Voice of the Customer Program

A group of young employees taking a selfie

Employees Are Still Key to an Optimal Customer Experience

A photo of ghosts and bats, and sticks on an orange background

13 Scary Good KPIs for Your Contact Centre This Halloween

A picture of a cartoon vampire with bats flying above him

5 Ways to Spot a Workplace Energy Vampire

A woman stands in front a yellow wall, she holds the phone away from her in disgust

Is Your Contact Centre Routing Creating Dissatisfied Customers?

Three traffic signs have faces on them. The one on the right is red and unhappy, the one in the middle is green and happy and the one on the left is yellow and average

What Does a Great Customer Experience Look Like?

A hand holds a smart phone, as if typing a message. A silhouette of some heads are connected to bubbles representing different types of communication

The Evolution of Customer Contact Channels

A network connects different buildings in the background, with a computer and telephone in the foreground

How Contact Centres Monitor Their Telecoms Networks to Reduce Customer Churn

Three happy advisors work at a desk in front of computers

Managing CX – Hidden Downtime and Blind Spots

A picture of social media thought bubbles above cartoon people

Social Media Customer Service – Small but Deadly?

A photo of a traditional gold balance

Privacy Laws in the US – What to Expect in 2020

A red game piece has many arrows pointing to other pieces on a wooden surface

What Is Call Centre Outsourcing?

A photo of a golden, magical lamp

Is First Contact Resolution a Myth?

A picture of someone building arrow blocks

Why Conversational AI Can Improve Your Digital Transformation Strategy

A picture of a girl measuring height with arm

6 Call Centre Agent Performance Metrics to Measure Success

A cartoon man reaches towards a large finger print

Understanding the Types of Biometrics

A picture of a robot

Conversational AI Crucial to DX Strategy

A picture of happy employees

Boost Employee Engagement With Workforce Management

A picture of a Black Friday sign

3 Tips to Proactively Prepare Your Contact Centre for Black Friday

A photo of a wooden block with a tick and a cross

Getting It Right: Customer Experience Satisfaction Surveys

A picture of a puzzle

How Assessing Call Quality Stops Problems from Reaching Contact Centres

A picture of a paper aeroplane flying under a time line

9 Top Tips to Improve Customer Journeys

A picture of abstract shapes filled with different colours

How Should You Design Your Agent Console?

A picture of a group of call centre agents communicating to an agent on a lap

7 Important Call Centre Skills Every Agent Should Have