Industry Insights

Guest posts from our Industry Experts

Hand putting the last piece of wooden blocks with the gear icon - integration concept

249

Successfully Integrating Your Contact Centre with Microsoft Teams

Piggy bank formed by gears and cogs

229

Delight and Sell: How Can Call Centres Become Revenue Generators?

Small robot with screen saying hello

226

Customer Service: The Unexpected Champion of Al

A pile of colourful numbers

246

Top Call Centre Metrics You Should Care About

Two glowing heads: orange and blue

Chatbot vs. Virtual Agent: Key Characteristics

Phone payment concept with phone and card

Invest in Seamless CX with Secure IVR Payment Options

Image of two arrows pointing in opposite directions - Choice Concept

Choosing the Best Customer Support Software

Customer experience evaluation concept with faces and finger pointing

2023 Trends: Shared CX Responsibility Expands

Magic crystal ball on a table

51

2023 Contact Centre Predictions

Cloud computing, expressed with blue paper clips.

Choosing Cloud Contact Centre Functionality

Dog and cat behind shopping bags with black friday and cyber monday

Using Black Friday and Cyber Monday to Your Advantage

Text analytics concept with magnifying glass and letters

What Is Text Analytics and How Does It Work?

Customer Experiences Concept. Happy Client Using Computer Laptop to Giving Best Review

91

Achieve Better CX With Conversational AI and Automation

Compliance on dartboard

How to Keep Your Call Centre Compliant When Working Remotely

A team of call centre agents

Is Your Contact Centre Equipped for Black Friday?

Contact icons on cubes sitting on keyboard

The Best Contact Strategies for Easier Debt Resolution

Thinking concept with brain in middle of frame, divided by half by pink and blue background

It’s Time to Re-Frame Our Thinking Around Conversational AI…

Human and technology concept.

51

2023 Trends: Tech Gets New Decision Makers

Headphones for call center with heart symbol put beside the office window

54

Employee Experience and How Communication Drives It

Knowledge management concept with a tree of knowledge planting on opening old big book in library

59

10 Best Practices for Customer Service Knowledge Management

The symbol of a tick (Yes) on the cell phone screen .

DTMF Issues Have Nowhere to Hide

Happy call centre agent celerating success

147

Tips and Strategies to Improve Frontline Agent Experience

NLP Natural Language Processing concept with virtual screen

NLP Challenges in the Contact Centre Industry

Bad service concept with one star and unhappy face

97

What Is Bad Customer Service and How Do You Spot It?

Get the latest exciting call centre reports, specialist whitepapers and interesting case-studies.