Industry Insights

Guest posts from our Industry Experts

Customer Centric concept with arrows pointing at the word customer

How To Build A Customer-Centric Team

Happy person with phone

56

Transforming CX While Supporting Agents Through Conversational AI

Frustrated person looking at phone

79

How to Reduce Repeat Calls Fast?

Illustration of a laptop and emails

85

How to Improve Your Email First Response Time

Sound wave illustration

96

5 Times When Human Voice Is Still Crucial to CX

Vintage style microphone against a plain bright yellow background

143

The Beginner’s Guide to Voice Quality Testing

Checklist and piggy bank on pink background

130

The True Cost of Testing Reactively

Digital illustration of a dna strand

142

Collaboration Is in the DNA of Great Experiences and Engagement

Social media and digital online concept

170

Digital CX Is More Than Just Channels

Workforce management and leadership concept

116

The Ultimate Guide to Call Centre Workforce Management

Call centre workers

213

Leadership Series: Juran’s Rule and the Call Centre

Live chat chatting and social network concepts, Close-up hands using mobile smartphone with chat box

232

Why Should Contact Centre Strategies Include WhatsApp Business?

green background with scrabble pieces

274

Contact Centre Power Words and Phrases

A pair of hands writing on empty white sheet of paper

173

What Is ACW and How to Improve It

Manual to Robotic Process concept

378

Call Centre Robotic Process Automation Benefits and Use Cases

Chat bubbles and padlock with a tick

358

How CAI Can Improve Service Level and End Channel Hopping

Laptop with feedback and analysis icons

188

What is Digital Customer Experience Management?

Digital transformation concept Butterfly silhouette flying away from human hand

226

Successful Digital Customer Experience Transformation

Key and keyhole shape of geometric colorful wood puzzle pieces

288

The 8 Key Elements of a Successful VoIP Channel Strategy

Chatbot with various icons around it

396

Ready to Use Chatbots? Understand Customer Pain Points First

Next level cx with five star rating and quality check mark

268

Five Easy Ways to Deliver a Next-Level CX

Bad bot on phone

206

Don’t Let a Bad Bot Derail a Great Customer Experience

A set of portraits of people in a round frame. Men and women of different ages

282

Leading a Multigenerational Workforce in the Contact Centre

Vector illustration of a modern voicebot, artificial intelligence

295

7 Ways Contact Centre AI Provides Better Customer Experiences

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