Articles - Celia Cerdeira

Celia Cerdeira is the Content Marketing Director at Talkdesk, where she has been driving content strategies for over 3 years.

She specialises in inbound marketing, content marketing, and digital marketing, with a strong focus on enhancing customer relationships through innovative solutions powered by AI and Machine Learning.

Celia delivers compelling content, developing SEO strategies, and leading content initiatives that resonate with diverse customer personas.

Connect with Celia on LinkedIn

CRM Concept
How Does Call Centre CRM Software Work?
The number 10 is written in white lilac flowers on a red background
The 10 Basic Principles of Customer Service Excellence
Digital Transformation Concept
What Is Digital Transformation and How Can a Contact Centre Help Companies Achieve It?
Person holding number nine and being happy
Top Nine Skills of a Successful Call Centre Agent
The words 'Key Performance Indicator' with a key and lock
11 Critical KPIs to Monitor for Contact Centre Efficiency
The concept of Omnichannel between devices
The Ultimate Guide to Building Omnichannel CX
3D question marks against neon background and clouds
Is Your Contact Centre Ready for the Cloud?
blurred background with chatbot robot application
How Does AI Improve Contact Centre Efficiency?
Robot hand pointing towards a button
6 Priorities for Building an Effective AI Contact Centre Strategy
Coaching concept with person drawing stairs
8 Steps for Effectively Coaching Call Centre Agents
Call centre agents on the phone
What Is Average Handle Time and How to Improve It in Your Contact Centre
6 Ways to Improve Contact Centre Performance
Collaboration to achieve concept
How to Build and Implement a Winning Customer Experience Strategy
Old telephone on a pink background
What Is an Outbound Contact Centre?
Contact Centre
How Can a Contact Centre Improve Internal Workforce Management?
Analysis report
Which CX Analytics Should a Contact Centre Measure?
Green phone on coloured background
16 Factors Influencing First Call Resolution
Bendy roads with one straight path across it all
First Contact Resolution: What It Is and How to Improve It
Measuring tape with a block that has a smiley face on
How to Measure Customer Experience in Contact Centres
Person giving thumbs up while holding a phone with contact icons
8 Customer Service Channels and How to Optimize Them
Person touching a cloud with a network of people around it
How Does a Cloud Contact Centre Improve Customer Retention?
Feedback concept. Five white paper stars of approval on a red background.
What Is CSAT? Definition & How to Measure It?
Customer Experience concept
What Is Customer Experience Management?
CX Trends Concept
CX Trends 2024: The Impact of Technology on Customer Experience