Industry Insights

Guest posts from our Industry Experts

An operator about to answer a phone call

297

How Predictive Dialers Work and Why They’re Essential

Allies Group Concept with people at sunset

343

5 Ways to be a Better Ally in Contact Centers

Illustration of various types of insurance

213

The Insurer-Policyholder Relationship Is Evolving

White cotton fake clouds on a pastel blue background

195

True Cloud vs Fake (Hosted) Cloud

Two colleagues celebrating success in an office at work

149

Celebrating Contact Centre Culture: How to Promote Positive Futures

Lightbulb onn green background insight concept

126

Eight Actionable CX Insights to Increase Customer Success

Computer Telephony Integration CTI

183

What is CTI and Why is it Important for Contact Centres?

Robots with tin phones

381

How AI Will Shape the Future of Voice in CX

Surveillance camera on a smartphone

233

How to Monitor Call Quality Without Invading the Privacy of Remote Agents

Happy employee sat with laptop

215

3 Reasons Contact Centres Need Technology to Improve Employee Experience

Two hands in boxing gloves.

177

Finding Your Power to Win: Lessons From Sugar Ray Leonard

Happy person jumping with smiley face

222

Why a Positive Employee Experience is Vital to Customer Service Success

Concept of data protection

194

How to Improve Security Risk Management in Contact Centres

Phone operator unhappy

176

6 Ways to Deal With Difficult Customers

Hand holding magnifying glass and phone protruding from background

167

Why Is Quality Assurance Important and How Do You Manage It?

Magician or fortune teller is predicting future with crystal sphere

248

7 Contact Centre Predictions for 2023 and Beyond

Computer with customer review rating messages vector illustration

460

Contact Centre Customer Opinion: Preferences and Perception

Person holding yellow card with smiley face

429

4 Ways to Create a Better Customer Experience

doctor in headset consulting with the patient over the phone

273

Top 4 Ways to Optimise Contact Centre Operations Within Healthcare

Green phone on coloured background

315

16 Factors Influencing First Call Resolution

Stacked speech bubbles

376

How to Build a Successful and Sustainable Conversational Experience

Employee with two doors leave or stay

196

Practical Guide on Minimizing Agent Churn in Call Centres

Magnifying glass over staff icons

530

5 Ways Contact Centre Capacity Planning Needs to Change in 2022

The great resignation concept

275

Adapting Agent Engagement to Survive the Great Resignation

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