Translate

Guest Blogs

Highlights of our guest posts from our collection of contact centre industry experts.

A picture of a person stood on top of a rock celebrating with hands in the air

How Psychological Safety (and Aristotle) Can Help You Beat the Competition

A picture of a happy agent speaking with a headset

First Call Resolution: The Power of Getting It Right the First Time

A picture of a stressed agent holding three phones

10 Sources of Contact Centre Stress

A photo of an old book

The Complete Cold Calling Scripts Handbook

A picture of a green planet

5 Eco-Friendly Actions to Reduce Digital Pollution

A picture of people putting cogs together

Working Together – Apart

A picture of a lady holding a laptop

How to Choose the Best Laptop for Your Home Office

A picture of a secret agent

Voice of the Customer: Your Secret Weapon to Strengthen Customer Service

A picture of an avalanche

How Automation Can Protect You from an Avalanche of Customer Interactions

A picture of someone sinking into a question mark

What is Call Centre Shrinkage and How to Minimize It?

A photo of someone getting out of bed

6 Tips to Prepare for a Day of Homeworking

A picture of a video call on a laptop monitor

4 Terrible Teleconferencing Troubles

A photo of someone looking cool

3 Reasons Why You Should Get (and Stay) Current

A picture of a laptop and people connecting and working online together

How to Manage a Team in Multiple Locations

Understanding the Challenges Telco’ Have Faced During COVID-19

A picture of a blackboard with a target and arrows

What Is a Customer Experience Strategy?

A picture of a note pad with the words employee perks

5 Ideal Employee Perks for Your Remote Workforce

A picture of wooden blocks stacked like a staircase

Top Tips for Coaching to Improve Performance in the Workplace

A picture of a customer looking at mobile-phone and drinking coffee

Channel-Less Customer Experience Is Built on Personalization

A picture of a mobile device with an analytics dashboard

5 Call Centre KPIs You Need to Track Right Now

A photo of an angry phone caller

10 De-Escalation Techniques to Handle an Angry Caller

A picture of the words Black Friday

Is Your Contact Centre Prepared for Black Friday?

A photo of a nice landscape through a door

IVRs: How They’ve Changed the Landscape of Customer Support

A picture of an agent working from home

7 Strategies for Embracing the Work-From-Home Call Centre