Translate

Guest Blogs

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

Three hands hold up marker paddles with the numbers one to five on them

How Do Quality Scorecards Improve Performance?

Geometric wooden cube with word " FACT FAKE " on wood floor and white background

The Fact and Fiction of Chatbots: Expectation vs. Reality

A small robot toy holds the number 6

6 Questions About AI in the Contact Centre

Man holding guide with title golden rules.

5 Golden Rules For Delivering Great Customer Experiences

A photo of someone explaining something while sitting down

Differentiation in the Quality of Customer Relationships

A photo of a child wearing love heart glasses

Give Your Customers What They Want

A collection of padlocks hang from a chain

New Guidance Rings the Changes for Secure Telephone Payments

A photo of successful young woman winning with both arms up

4 Reasons Customer Experience Is Essential to Your Company’s Success

A graph with orange and turquoise bars on a blurry background

How Data Can Improve Employee Energy and Performance

A crystal ball with a graph with an upward trend inside

9 Short-Term Predictions for Ambitious Contact Centres

Rulers both metric and inches

18 Call Centre Metrics You Need to Be Tracking

Metal knight swords thrones background.

Winning the Customer Experience Iron Throne

Young Hiker overlooking Grand Canyon

5 Ways Companies Build Iconic Brands

Hand putting wooden five star shape on table. The best excellent business services rating customer experience concept.

How Both Customer Support and Success Impact the Customer Experience

Hole Breaking Through Wide Brick Wall

5 Barriers to Overcome for Analytics Success

A photo of an old phone against a pink background

Does a Local Number Make a Difference for Inside Sales? The Numbers Say Yes

A big red heart is surrounded by speech bubbles

What Is Sentiment Analysis?

Young caucasian man angry, frustrated and furious with his phone, angry with customer service over pink background.

Two Situations That Customers Hate Over the Phone – and How to Fix Them

A red arrow on a wooden block faces a different way to blue arrows on other blocks

Are IVR Systems Dead and What Are Your Other Options?

concept image of setting a five star goal. increase rating or ranking, evaluation and classification idea. Top view. Flat lay

5 Things That Will Improve Your Contact Centre Performance

A photo of an advisor looking happy and away from the camera

Happy Agent, Loyal Customer

A large exclamation mark rests against a blue wall

The Shift: From Customer Service to Customer Experience

An ant is on top of a rock in front of a sunset holding a piece of stick

Empower Your Company to Deliver Exceptional Customer Service

A photo of a frustrated young business woman on pink studio background

The Tragedy of Doing Too Little, Too Late