Translate

Guest Blogs

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

5 Tips for Dealing With Difficult Customers

4 Ways to Elevate Agent Engagement

Unlocking the Potential of the Micro Survey

Hit Your Service Level by Manipulating Supply and Demand

3 Considerations When Adding a New Digital Channel

Two wooden dolls, one with a heart above it, the other with a brain

How to Measure Emotive Customer Experience

A drawing of a computer with a chat service running

How Chatbots Can Influence the Customer Experience on Websites

A woman holds her head with cogs churning in the background

Which Analytics Tool Is Best for Your Contact Centre?

Shoppers Expect Improved Customer Service During Promotional Periods

A frustrated woman is on the phone, looking cross at ther laptop

How Digital Channel Mishaps Can Create Frustrated Customers

four phones have their cables tangled together

The Artificial Intelligence Call Routing Revolution

How to Improve Contact Centre Performance With Quality Tools

3 Ways to Prepare Your Contact Centre for Seasonal Staffing

How Contact Centre Benchmarking Can Improve the Customer Experience

A vector of a head that is splitting into molecules on a colourful geometric background

Understanding the Impact of Emotive Customer Experience

A silhouette man pushes bricks together, which spell quality

How to Use Quality Management Analytics in a Cloud Contact Centre

How Artificial Intelligence Can Improve Workforce Management

Customer Happiness and the Problem of Choice

Where Does AI Belong in the Retail Customer Experience?

A group of people look puzzled at a chalk drawing of a broken chain

Avoid These Planning Mistakes to Stabilise Service Levels at Busy Times

A large pile of white letters marked with complain marked in red.

Reasons Why You Should Find the Root Causes of Complaints

What Makes a Good Agent Experience?

Mapping Messaging Apps, a New Customer Experience Frontier?

Self-Service Is Popular, but Humans Remain Essential