Translate

Guest Blogs

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

A photo of a happy group of interns

5 Principles of Enhancing the Employee Experience and Customer Journey

A photo of a yellow measuring tape on a blue background

First Call Resolution: What Is It and How Do You Measure It?

A picture of a magnet pulling in customers

Customer Loyalty: Innovative Customer Retention Strategies

A photo of a "myth" and a "fact" road sign

Debunking the Myth – “Cloud Systems Are Too Complex”

A picture of wooden people figures grouped together

Overcoming the Challenge of Customizing Relationships With Customers

A picture of a woman shouting down a megaphone

How Are New Voice Technologies Impacting the Contact Centre?

A hand touching a digital screen

4 Steps for Creating a Better Digital Experience

One person rolls a sphere while 4 other people push cubes

10 Great Tips to Manage a Call Centre Efficiently

A picture of a yellow happy face amongst grey not so happy faces

How to Measure First Call Resolution

Two lightbulbs in contrast with a black background. One has 2020 lit up, and the other has 2019 in the background

6 Top Tips for Modernizing Your Contact Centre in 2020

A woman fist pumps with joy

The Most Important Call Centre KPIs to Track for Customer Success

Blocks have different "drawn-on" emotions

Emotive Intelligence – Should Your Agent Cry With the Customer?

A photo of a cardboard robot holding a pen and looking at a laptop

What’s Happening Now With Self-Service and AI?

A picture of data, graphs and information

What Is Business Intelligence and Why Does It Matter?

A picture of a ladder facing up to the sky

5 Common Contact Centre Challenges – With Solutions

A picture of a fish jumping out of a bowl

6 New Year’s Goals for Contact Centres

A picture of a conference call taking place

The Evolution of the Conference Call

A picture of workers and data elements in the background

Five Ways to Leverage CRM Data for Personalized Customer Service

A picture of a lots of thumbs

Five Key Trends Impacting Customer Service

A photo of someone jumping up and celebrating

Why a Self-Service Strategy Can Be a Crucial Part of Your Success

A picture of a question mark made from speech bubbles

Chatbots or Smart IVRs – Which Is Better for Your Customers?

A photo of someone making notes at a computer

4 Key Concepts for Customer Analytics

A picture of 2020 trend blocks

4 Key Customer Service Trends for 2020

A photo of a hand drawing five stars

6 Ways of Using Speech Analytics to Improve the Customer Experience