Translate

Guest Blogs

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

Little workman figures on top of 2020 building blocks

Artificial Intelligence: How Will Contact Centres Start Using It in 2020?

A picture of robot heads

2019 Conversational AI and CX Trends

A girl holds to emoji faces- one is angry and the other is smiley

How to Measure Emotional Intelligence in Customer Service

A picture of a man closing his eyes with steam coming out of his earsa

How to Deal With Difficult Customers in a Contact Centre

A snow globe on a blue background with a snowy Christmas tree shape inside

Contact Centres 2020: The Shape of Things to Come?

A photo of somebody working from home

How Can Large Enterprises Benefit From Remote Workers?

A picture of office workers wearing Christmas hats

5 Tips for Smarter Workforce Management During the Christmas Season

A photo of a group planning with charts

Planning for Asynchronous Chat in the Contact Centre

A photo of someone hugging themselves

How to Embrace Automation Without Leaving Employees Behind

A photo of an old, red phone

Are Phones a Thing of the Past for Contact Centres?

A woman holds her hands across her face

How Your IVR Might Be Negatively Impacting the Customer Experience

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

A picture of a heart and a brain on a weighing scales

Hiring for Customer Service Soft Skills and Emotional Intelligence

A picture of abstract shapes filled with different colours

How Should You Design Your Agent Console?

A picture of a paper aeroplane flying under a time line

9 Top Tips to Improve Customer Journeys

A picture of a puzzle

How Assessing Call Quality Stops Problems from Reaching Contact Centres

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

Getting It Right: Customer Experience Satisfaction Surveys

A picture of a Black Friday sign

3 Tips to Proactively Prepare Your Contact Centre for Black Friday

A picture of call statistics

What to Include on Your QA Call Monitoring Form

A picture of a persons hand and a robot hand

Robotic Process Automation Important to Improving Customer Service Excellence

A picture of happy employees

Boost Employee Engagement With Workforce Management

A picture of a scheduling graphic

What Are the Benefits of Workforce Planning?

A picture of a robot

Conversational AI Crucial to DX Strategy

A picture of a stack of happy and sad faces on building bricks

The Right Way to Do Call Quality Monitoring