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 - Shawna Malecki
Shawna Malecki, Senior Product Marketing Manager, NiCE
Connect with Shawna on LinkedIn
RECENT
POPULAR
Your Guide to NLP and NLU in the Contact Centre
Leaders Need to Pay Attention to AI-Powered Analytics
8 Useful Customer Journey Mapping Tools and Techniques
19 Reasons Why Collecting Customer Feedback Is Important for Your Organization
18 Tried and Tested Ways to Improve the Customer Experience
29 Mistakes That Your Contact Centre Might Be Making
15 Practical Techniques to Improve Your Voice of the Customer Program
Editor's Pick
5 Hard Truths About Attrition
Stop Hand-Holding Your Agents – Just Like This!
Are These Roles Missing in Your Contact Centre?
How to Strengthen Agents’ Trust in AI
Latest Resources
The CX Leader’s Guide to Breaking Down Data Silos
Claude Skills for WFM & Support Leaders
Upcoming Events
Contact.io Conference
The Customer Feedback Gaps Regulated Organisations Need to Close Before 2027 – Webinar
Latest Blogs
How to Take Your Data From Quality Dashboards to Quality Outcomes
Contact Centre Quality Assurance: The Complete Guide For 2026
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