Translate

Guest Blogs

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

Measuring Agent Productivity – the Easy Way

Most Contact Centres Have Not Moved to the Cloud – But It Won’t Be Long

How to Respond to a Negative Review

What Is Workforce Engagement Management?

5 Must-Watch Trends for Enterprise Voice over Internet Protocol in 2018

Using Analytics with Call Centre Quality Assurance Reduces Churn

Where Is Employee Autonomy Heading, and Are You Coming?

Why Do Millennials Choose Chat Over Traditional Customer Service?

How Can Contact Centres Make More Time for Multiskilling Agents?

Will Artificial Intelligence Herald the Rise of the “Super-Agent”?

3 Strategies for Developing Call Centre QA Guidelines

Customer Loyalty Isn’t What You Think It Is!

Why Customer Journey Mapping Is Critical for Business Growth

Four Innovative Workforce Management Functionalities

5 Service Expectations That Brands Aren’t Meeting

How to GDPR-Proof Your Customer Satisfaction Surveys

Using Speech Analytics to Minimise Dead Air

2 Simple Tactics to Boost Employee Engagement in the Contact Centre

5 Times When Voice Wins Over Customer Self-Service

The Customer Experience in a Data-Driven Era

Mystery Shopping – Keeping Faith in Your Program

Your Call Is Important to Us, Please Hold the Line

What to Look for in a Modern Contact Centre Solution

How to Use Net Promoter Score Surveys to Boost Customer Success