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

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?
Call Centre Agents sat at a desk
What Is an Inbound Contact Centre, and How Does It Work?
Customer Experience concept
What Is Customer Experience Management?
Robot hand pointing to the top point on a graph
How Does AI Improve Contact Centre Efficiency?
Net promoter score word written on a notepad and orange background
Net Promoter Score (NPS): What It Is and How to Measure It
Omnichannel concept
What is an Omnichannel Contact Centre, and How Does it Improve CSAT?
Call Centre Technology
Contact Centre Technology: Types, Benefits, and Trends
Digital hand set location on map with two pins
How to Incorporate Customer Service Into a Digital Transformation Roadmap