Industry Insights

Guest posts from our Industry Experts

One on one feedback and meeting concept.

244

How to Share Quality Feedback With Your Agents

Cloud technology concept

195

Call Centre Tech Migrations

Happy employee at work

296

How to Enhance Agent Experience in Your Hybrid Contact Centre

Conceptual Illustration of Hybrid Office

182

The Hybrid Workforce Is Here to Stay

Future workplace concept

326

The Future Workplace: Predictions 2022

Hands Holding Heart Made Out Of Snow

324

Extending a Helping Hand to Vulnerable Customers This Winter

Location and search icons

282

Are You Tracking Customer Intent?

Call Centre Operator Agent

118

The Money Is Where Your Mouth Is

Megaphone and icons representing customer feedback

162

Why VOC Is a Must for Your Contact Centre

Three stacked smiley face cubes representing customer satisfaction

188

Tips for Improving Customer Satisfaction (CSAT)

Customer rating experience

648

2022: The Year of Smarter, Personalised Customer Experiences

Overloaded agent desktop

279

Agent Desktop Strategy Is Critical to CX Success

Person looks to the future

362

The Future of Customer Loyalty

Call Centre headset and notepad

299

How to Spot and Act on Agent Training Opportunities

A marking on checklist box

108

How to Measure Call Quality Parameters

Online customer technical support concept

103

CCaaS and the SLA Contact Centre

Leaving 2021 and entering 2022

96

2021 Over and Out!

How to Overcome the Digital Experience Dilemma

130

How to Overcome the Digital Experience Dilemma

Working from home

102

Building Teams Should Be the Focus for WFH Management

credit card background

56

Fast-Tracking Quality Automation

Win the Technology Tug of War

58

3 Ways to Win the Technology Tug of War

Data driven insights reach meaningful outcomes

57

Reach Meaningful Outcomes With Data-Driven Experiences

WFM in a Bot-Infused World

WFM in a Bot-Infused World

Laptop with magnifying glass

NLU: a Component of NLP That’s Crucial to Good CX

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