Industry Insights

Guest posts from our Industry Experts

Customer retention concept with magnet and people

302

How to Use the Customer Retention Rate Formula

Close up of laptop with digital glowing polygonal cloud mesh on blurry background.

419

About to Begin Your Cloud Migration Journey?

An empty desk with missing employee- absence concept

492

How to Effectively Deal With No Call No Show Instances

Idea concept with broken egg and lightbulb

346

Practical Tips for Improving Customer Service

Goals text on notebook with idea on blue background

253

How to Set the Right Service Level Goal

Tuna Tataki - a Japanese dish which consist of briefly seared tuna steak in thin slices.

175

How To Approach Cloud Migration Like a Master Chef

A robot connecting with a human

209

Why Contact Centre AI Is Your Agent’s Friend

Finger touching BPO concept with cogs and connections

272

Scale Customer Support With BPO

Success onboarding process symbol. Wood blocks stacking as step stair on yellow background

462

7 Essential Tips for Successful Agent Onboarding

Cloud computing technology with server room and worker with graphic display

505

Moving Your Contact Centre to the Cloud?

Number 6 balloon coming out of a box with celebration

270

6 Retail Trends for 2023

KPI, Key Performance Indicator business target or score to measure success

228

Learn About KPIs to Measure BPO Success

Block tower falling as being built - failure concept

143

Why Are Your Customer Journeys Failing?

AI(Artificial Intelligence) concept with icons connected

122

Reinventing Video Collaboration With Edge AI

Wooden cubes with speech bubbles linked to each other with lines.

129

Speech Analytics 101: What Is Speech Analytics?

Employee engagement written in a notebook and marker.

129

How to Deliver an Engaging Employee Experience

System integration concept with arrows on cogs facing each other

70

8 Ways an Integrated UC and CC Platform Optimizes CX

Banking concept with mobile online banking and payment, Digital marketing. Finance and banking networking

71

What’s Happening in the Bank’s Back Office?

Person at laptop with holographic icons - technology concept

How Customer Service Training Software Improves Workflow

Four puzzle pieces being put together - integration concept

55

4 Ways to Integrate Your Contact Centre and CRM

Hand with compass with greenery and sun - journey mapping concept

Improve the CX With Journey Maps

Concept words Quiet quitting on wooden blocks.

289

What Does Quiet Quitting Mean for Contact Centres?

ABC Model concept with A, B and C on wooden blocks

167

How to Introduce the ABC Mentality and Boost Revenue

Question mark on speech bubbles

218

A Primer on ChatGPT, LLMs, and Generative AI

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