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Articles - Lewis Gallagher

Lewis Gallagher, Senior Solutions Consultant, Netcall

Quick Wins to Improve Your C-Sat Scores

Forecasting concept with graphs

What’s Happening With Forecasting Right Now?

Work Life Balance Conceptual Photo, Hand Holding Text of Work and Life

Smarter Ways to Give Agents Better Work/Life Balance

Create a “Win–Win” Self-Service Strategy

2026 Contact Centre Predictions

Top Contact Centre Predictions for 2026

A red note with handwriting BUILD RAPPORT

New Ways to Help Agents Build Rapport

People working remotely concept

Get the Best Out of Your Hybrid Agents

Customer service on digital channel illustration

Ways to Boost Customer Loyalty in a Digital World

Orange rocket launching among clouds with upward graph bars and arrow on black background

New Ways to Boost First Contact Resolution (FCR)

Robot using magnifying glass to analyze rising graph with checkmarks.

Where Are Contact Centres REALLY Seeing AI Success?

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Don’t Let Tech Adoption Be an Afterthought

A person using a digital calendar to manage schedule

Where Self-Service Scheduling Tools Have the Biggest Impact

Upgrade How You Listen to Customer Feedback

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Get Your AI Pilot Off to the Best Possible Start

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How to Use AI to Connect the Dots – Not Create More Silos

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12 Amazing Things You Can Now Do With Customer Preferences

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How to Centralize Your Data – Before Scaling AI

Illustration of a red and green AI robot heads with a smiley and unhappy face in speech bubble

Are Your Virtual Agents Escalating Far Too Many Queries?

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23 Questions to Ask When Choosing Your Next CCaaS

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How to Nail Your Outbound Strategy

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New Ways to Empower Agents

emotion post-it notes

10 Game-Changing Ways Emotion Will Shape the Future of CX

A pair of white robots dressed like an angel and a devil - love or hate chatbot concept

Are Chatbots the Tech We All Love to Hate?

Person throwing arrow at target - getting it right first time concept

Top Tactics to Improve First Contact Resolution (FCR)

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Editor's Pick

Thumbnail Stop Hand-Holding Your Agents – Just Like This!

Stop Hand-Holding Your Agents – Just Like This!

Thumbnail Are These Roles Missing in Your Contact Centre?

Are These Roles Missing in Your Contact Centre?

Thumbnail How to Strengthen Agents’ Trust in AI

How to Strengthen Agents’ Trust in AI

Thumbnail 7 Ways to Help Agents Fight the ‘Forgetting Curve’

7 Ways to Help Agents Fight the ‘Forgetting Curve’

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Hot Topics : CX - CCaaS - AI - Analytics - WFM

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