Translate

Articles by Guest Author

A selection of articles from contact centre industry experts

11 Customer Retention Strategies

Map the Customer Journey Before Rolling Out New Channels

Why Transparency Can Be Key to Good Customer Service

Five Problems Contact Centres Face During Holiday Seasons

Adopting WhatsApp as a Servicing Channel – Is It Such a Smart Move?

AI on the Creepiness Scale: Real-Life Stories

Optimising Five Key Customer Experience Factors

How to Use Psychology to Improve the Customer Experience

What Is the Difference Between Occupancy and Utilisation?

Customer Journey Mapping: Empathy Maps

Turning Contact Centre Agents Into Storytellers

bridge in jungle

Customer Experience Guiding You Through the Jungle of Customer Care

clocks with overtime

Smashing the Scourge of Overtime

How Can I Make My Contact Centre Customer-Centric?

How to Create an Emotional Connection with Customers

A Guide to Retail Digital Transformation

16 Top Uses for Cloud Contact Centre Technology

Three Situations Where AI Can Improve the Customer Experience

How Speech Analytics Can Prevent Contact Centre Fraud

5 Reasons for Contact Centre Employee Burnout

How to Calculate Absenteeism – with Formula

Emotional Intelligence Drives Improved Customer Experience

How Proactive Notifications Can Improve Customer Loyalty

3 Reasons to Invest in Omnichannel