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

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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
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How to Measure Customer Experience in Contact Centres
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8 Customer Service Channels and How to Optimize Them
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What Is CSAT? Definition & How to Measure It?
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How Does a Cloud Contact Centre Improve Customer Retention?
Call Centre Technology
Contact Centre Technology: Types, Benefits, and Trends
Call Centre Agents sat at a desk
What Is an Inbound Contact Centre, and How Does It Work?
CX Trends Concept
CX Trends 2024: The Impact of Technology on Customer Experience
Customer Experience concept
What Is Customer Experience Management?
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Net Promoter Score (NPS): What It Is and How to Measure It
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What Is Call Centre Routing and How Does It Improve Customer Experience?
Voice and speech recognition concept with microphone, sound wave and mobile
ASR Technology and How It Benefits the Contact Centre?
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AI Knowledge Management: How Does It Benefit Your Business?
Talent management and recruitment concept.
11 Steps to Help Reduce Agent Attrition in Call Centres
Magnifying glass with person icon - customer experience analytics
Customer Experience Analytics Playbook for 2023
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Choosing the Best Customer Support Software
Virtual intelligent assistant consulting, customer online support concept
What Are Virtual Agents? Benefits and Getting Started
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15 Damage Control Techniques for Call Centre Agents
Quality level, good service. Best customer rating
Call Centre Service Level and Customer Satisfaction
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How to Incorporate Customer Service Into a Digital Transformation Roadmap
AI call centre capabilities
Empower Agents with AI Call Centre Capabilities
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What Is an ACD? Everything You Need to Know
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7 Ways Contact Centre AI Provides Better Customer Experiences