Translate
Menu
Home
Articles +
Articles
Hints and Tips
Customer Experience
Service Strategy
Management
Skills
WFM
Quality
Technology +
Technology
Tech
WFM
AI
Analytics
CCaaS
Knowledge Management
Voice of Customer
Webinars +
Webinars
Webinars
Recorded Webinars
Insights +
Insights
Expert Insights
Blogs
Latest News
Events
Case Studies
Videos
LinkedIn Community
Resources +
Resources
Reports
Research
Erlang Calculator
Directory
Recorded Webinars
Newsletter
Tools +
Tools
Erlang Calculator
Forecasting
Excel Calculator
Free Downloads
Call Monitoring Form
Jargon
Events +
Events
Events
Webinars
Recorded Webinars
Videos
Advertise +
Advertise
Advertise
Media Pack
About Us
Articles - James Groves
RECENT
POPULAR
What Will Shape the Contact Centres of 2025?
5 Futuristic Use Cases for Retail CX
NICE Delivers CCaaS “Ultimate Trifecta”
10 Tips for Creating Outstanding Customer Interactions
Zoom Secures Largest-Ever Contact Centre Deal
The Future of Healthcare – 5 Innovative Solutions in Action
Five AI Use Cases for Quality Monitoring
Why Are Leaders Failing to Engage Their Teams?
10 Secrets to Delivering Consistent CX
Five9’s CX Summit Highlights – Exploring the Evolving Landscape of CX
Leading CRM Providers to Consider in 2025
Navigating the Shift to Cloud Contact Centres – An Expert’s Perspective
Bookings for NICE AI Tools up by 134%
Best Practice for Contact Centre Innovation
New Leadership and AI Innovation: Sprinklr’s Strategic Shifts
Five AI Use Cases for Self-Service
Five AI Use Cases for Agent Training
Five AI Use Cases for WFM
Puzzel CCO Lindum on Maximizing CCaaS Investments
From Empowering Agents to Redefining Routine: Five9’s Next Technological Step
Zoom Ready for Contact Centre Prime Time
From Efficiency to Empathy: Genesys Cloud’s Bold Move to Revolutionize CX
Zoom CEO Eric Yuan “Tripling Down” on Contact Center
Editor's Pick
Which Soft Skills Do CX Leaders Really Need?
7 Ways You’re Punishing Your Best Agents Right Now
What’s Really Ruining Empathy in Customer Service?
Stop Driving Up Your Sickness Levels!
Latest Resources
White Paper: How to Transform Contact Centers From a Cost Center to a Profit Center
eBook: Using AI to Create Out-of-This-World Customer Connections
Upcoming Events
The Future of CX: Lower Effort, Higher Impact with Zoom Virtual Agent – Webinar
Empowering CX: Turning Knowledge into Revenue with AI – Webinar
Latest Blogs
3 Expert Strategies to Engage Employees in Contact Centres
5 CX Shifts Happening Faster Than You Think
Featured Articles
Welcome Calls: A Simple Way to Increase Customer Satisfaction
15 Clarifying Questions For Customer Service
When Is It OK to Hang-Up on a Customer?
How to Setup a Call Centre from Scratch – The Checklist
Popular Pages
The Top 25 Positive Words and Phrases for Customer Service
The Top 50 Words to Describe Yourself on Your CV in 2025
Contact Centre Dashboard Excel Template – FREE Download
The Phonetic Alphabet and How it Improves Customer Service
