Translate

Articles by Guest Author

A selection of articles from contact centre industry experts

A photo of three happy men jumping together

3 Characteristics Every Customer Experience Should Have

Hitting Your Customer Experience for Six This Summer

A photo of glittery stars

The Best Way To Measure Call Centre Quality Assurance Metrics

A picture of cogs under a magnifying glass on graph

What Is Customer Experience Analysis?

Replace negative Words With Positive Words

Negative VS Positive Words in Customer Service – With Examples

A photo of a joyful smiling girl holding lots of colorful shopping bags and looking away isolated over pink background

The Four Most Important Things About Customer Care for Millennials

A photo of moving boxes under a light

A Migration Strategy For Moving Into the Unified Communications World

A photo of American coins and us dollars on a black table

Are Digital Channels Really Any Cheaper?

Texting or Talking? 3 Takeaways from New Research

A photo of four people holding speech bubbles over their faces

25 Good Examples of How to Collect Customer Feedback

A photo of a person sticking their tongue out to make a rude gesture

How to Deal With Rude Customers

3 Reasons Why Agent Empathy Makes For Happier Customers

How to Increase Your ROI From Intelligent Virtual Assistants

The Power of Personalisation In Customer Experience

A photo of cheerful man in sneakers, denim outfit, jumping with raised arms

Why User Engagement Is Vital for Successful Digital Transformations

What Is Call Centre Shrinkage and How to Reduce It

A picture of balloons shaped like the number 11 coming out of a parcel

11 Top Ways to Improve Call Centre Quality Assurance

How to Include Shrinkage In Your Planning Process

A picture of many hanging light bulbs on a yellow background

Key Insights: Artificial Intelligence and the Customer Experience

A picture of a 3d map with pin pointers

Your Guide to the Customer Journey Map

A photo of a laughing girl frees herself from paperwork

Replacing “The Form” Could Be Conversational AI’s Greatest Triumph

A photo of an open plan contact centre

How to Improve Your Call Centre’s Performance

3 Benefits of Real-Time Monitoring in the Call Centre

4 Ways To Use Call Recordings and Speech Analytics to Improve Performance