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 - Nicky Hjerpe
Nicky Hjerpe, Head of Product Marketing and Campaigns at Netcall
Connect with Nicky on LinkedIn
RECENT
POPULAR
A Guide to Conversational AI
What Is Customer Sentiment Analysis?
What is Omnichannel Customer Service?
Beyond Chatbots: How AI Agents Are Becoming Your Digital Colleagues
Breaking Down Language Barriers with Live AI Translation
The ROI of AI in the Public Sector
Boosting CX With Technology – A Low-Code Approach
4 Tactical Tech ‘Wins’ Now Within Reach for UK Insurers
10 Benefits of Low-Code Application Development in Contact Centres
The Benefits of Process Automation Contact Centres
The Cost of Poor CX and How to Turn It Around
How the Cloud is Transforming Organisations the World Over
Editor's Pick
How to Make After-Call Work More Efficient – Without AI
How Worcester Bosch Keep Their NPS Above 80
How to Be a More Proactive Customer Contact Leader
What’s the Difference Between a Chatbot and an AI Agent?
Latest Resources
Download: AI RFP Template
2026 CX Influencers Report
Upcoming Events
Elevate ’26
Zoom Scale-Up Summit
Latest Blogs
The Difference Between Tools and Outcomes
The Deflection Trap: Stop Treating the Voice Channel as the Enemy of Efficiency
Featured Articles
How to Develop Psychological Safety in the Contact Centre
How to Rethink Agent Mental Health
Easy Ways to Make Your Contact Centre More Charitable
Ways to Make Working in a Contact Centre Fun
Popular Pages
The Top 25 Positive Words and Phrases for Customer Service
The Top 50 Words to Describe Yourself on Your CV in 2026
Contact Centre Dashboard Excel Template – FREE Download
The Phonetic Alphabet and How it Improves Customer Service