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Articles by Hannah Swankie

Hannah joined Call Centre Helper as Digital Content Assistant in 2024.

The words average speed of answer

The Ultimate Guide to Average Speed of Answer (ASA)

1 Gold chess piece standing up on its own

NICE Named CCaaS Leader in Forrester 2025 Report

Businessman build a jigsaw puzzle together with a robot

Salesforce Launches Agentforce to Power Service Field AI

Neon pink and blue graph showing positive correlation

How to Improve First Contact Resolution

2 people pushing 2 puzzle pieces together

Evaluagent and Phase2 Join Forces to Revolutionize QA

Live chat support

14 Live Chat Best Practices for Better Customer Support

Robot Call centre agent sat at a desk with a headset on

Workvivo by Zoom Debuts New AI Tool

Robots playing musical instruments

8×8 Introduces AI Orchestrator to Simplify Bot Integration

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8×8 Launches New Solution for Improving Customer Journeys

Pattern of telephones

10 Ways to Reduce Repeat Calls in Your Contact Centre

Data Loss Prevention concept

Content Guru’s CCaaS Solution Achieves First FedRAMP High Authorisation

A phone with a rocket launching out of it

Sabio Launches App to Simplify Employee Leave Management

Cloud Migration Concept

Sabio Leads Essent’s Cloud Migration to Enhance CX

Person holding a lightbulb

Zendesk Unveils an Array of New Solutions to Revolutionise CX

Person cutting the phone lines

10 Ways to Improve Call Abandon Rate

Business image of wooden tree with people icons over blue table, human resources and management concept

12 Effective Strategies for Successful Call Centre Recruiting

Event conference

Sabio Expands ‘Disrupt’ CX Event Across Europe for 2025

Rocket boosting social media with smartphone

Genesys Launches Social Media Support Platform

Partnership Concept

NICE Announces a Strategic Partnership With Deloitte Digital

Trophy on a podium

NICE Wins Big at Enterprise Connect 2025

hand interacting with a glowing AI interface

Genesys Unveils a Suite of New AI-Powered Features

2 Vintage robots holding tools

Cisco Announces New AI-Powered Tools at Enterprise Connect 2025

Integration Concept

Enghouse Interactive Announces a New Microsoft Teams Phone Integration

Banner with rocket launch and speech bubble.

CallMiner Introduces AI-Driven Customer Feedback Solution: CallMiner Outreach

Scorebuddy BI QA Tool box

Editor's Pick

Thumbnail How to Deal With That Awkward Agent

How to Deal With That Awkward Agent

Thumbnail 10 Ways to Give New Recruits an Amazing Welcome

10 Ways to Give New Recruits an Amazing Welcome

Thumbnail How to Encourage Your Teams Back to the Office

How to Encourage Your Teams Back to the Office

Thumbnail Make Fridays More Fun in Your Contact Centre

Make Fridays More Fun in Your Contact Centre

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Hot Topics : CX - CCaaS - AI - Analytics - WFM

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