Shawna Malecki Archives - Call Centre Helper

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Shawna Malecki

Shawna Malecki, Senior Product Marketing Manager, NiCE

Connect with Shawna on LinkedIn

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Your Guide to NLP and NLU in the Contact Centre

Your Guide to NLP and NLU in the Contact Centre

Leaders Need to Pay Attention to AI-Powered Analytics

Leaders Need to Pay Attention to AI-Powered Analytics

8 Useful Customer Journey Mapping Tools and Techniques

8 Useful Customer Journey Mapping Tools and Techniques

19 Reasons Why Collecting Customer Feedback Is Important for Your Organization

19 Reasons Why Collecting Customer Feedback Is Important…

18 Tried and Tested Ways to Improve the Customer Experience

18 Tried and Tested Ways to Improve the Customer…

29 Mistakes That Your Contact Centre Might Be Making

29 Mistakes That Your Contact Centre Might Be Making

15 Practical Techniques to Improve Your Voice of the Customer Program

15 Practical Techniques to Improve Your Voice of the…

10 Steps to a Better CX Ambassador Programme

What to Do With an Agent Who’s Suddenly Lost Their Confidence

10 Sure-Fire Ways to Undermine Compliance

Just 23% Optimise Automation With CX Insights, CallMiner Report Finds

Vonage Named Major Provider in Emerging ICX Category

Report: Frost Radar for EMEA Customer Experience Platforms 2026

The 2026 UK Contact Centre Conduct Risk Report

Upcoming Events

22nd September 2026

Streamlined Processes and Adaptive Workflows for Superior Results – Webinar

24th September 2026

CX Excellence Masterclass: Explore the Link Between QA and CX

10 Practical Use Cases for AI in Customer Experience

How Low-code Automation Differs From Traditional Solutions

Upcoming Webinars

Webinar: Are You Wasting Your CX Data’s Potential?

Webinar: How to Tackle the Biggest Barriers to Quality Assurance (QA)

Webinar: How to Turn Customer Feedback into Action