Translate

Guest Blogs

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

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

Make Employee Engagement the Hero in Your Customer Experience Story

Why You Need to Reconsider Voice in the Contact Centre

A picture of cartoon people smiling

3 Ways Supervisors Can Improve Employee Engagement

What Is PCI Compliance and Why Should You Care?

5 Alternatives to “Your Call Is Important to Us”

A picture of a robot pointing to chalkboard

The Impact of AI on the Future Workplace

Workforce Management and Customer Experience Go Hand in Hand

A picture of a digital funnel

Don’t Ignore Your Digital Service Funnel!

A photo of a young businessman holding a ruler and measuring an arrow

First Call Resolution: An Important Metric to Track

A photo of Confused young bearded man standing and shrugging shoulders

Does Your Business Need a Chief Experience Officer?