Translate

Guest Blogs

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

Computer screen with the word performance on it

Using Auto Call Scoring to Choose the Right Calls for Manual Review

The crystal prism disperses white light into many colors.

3 Rules of Call Deflection

mistakes to avoid is written on a white sheet of paper that lies on a colored background among stationery

Avoid Common Automation Mistakes When Using Conversational AI – Part I

Person on mobile phone with analytics hologram of chart - call analytics

Real-Time vs. Post-Call Analytics in Contact Centres

Robot in a call centre with headset on

5 Ways AI Improves Customer Experience Management

Red Old fashion landline home phone with handset off hook

What Is Call Abandonment Rate and Why Does It Matter?

A picture of people asking questions around a large question mark

5 Questions to Consider When Evaluating Written Customer Conversations

Customer Loyalty Concept

6 Effective Strategies to Improve Customer Loyalty

How to Analyse Data to Identify Gaps in Agent Training?

A picture of a performance chart

The Key Objectives of Performance Management

WFM Concept

Contact Centre WFM: Long and Short-Term Planning

3d plus symbol on orange background

What to Add to Your Quality Assurance Program

The Intraday Story – Four Reasons to Think Again About Real-Time

Different types of board games and its' components

20 Call Centre Contest Ideas for Boosting Morale

Customer Feedback concept

Top 11 Customer Feedback Tools for Customer Service in 2024

Digital Workflow Concept

5 Best Practices for Multi-Step Digital Workstreams

Person checking and scheduling on calendar

6 Tips for Driving Better Scheduling Practices

Complaint concept illustration with call operator

Complaint Handling in Your Contact Centre

How to Deliver More Memorable and Effective Training

Happy person working from home

Survey Paints Positive Picture of Employee Engagement During Lockdown

Balancing rocks concept

The Art of Balancing Data-Driven Decisions With Intuition in WFM

green flag under the sky

Green Flags that Let Know Your UC Vendor is Reliable

Happy person using laptop and jumping up in neon light

The Top 3 Gamified Learning Platforms in 2024

Headset on a cloud

What Is a SaaS Call Centre or Cloud Call Centre?