Translate

Guest Blogs

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

Paper planes on different routes with blue background

Skills-Based Workforce Planning: Get the Gain Without the Pain!

Virtual assistant concept

Why You Should Consider Adopting a Virtual Agent

Hand holding magnifying glass and phone protruding from background

Leverage Call Monitoring for Increased Customer Satisfaction

Vision concept with persons hands making frame gesture with sunset

2024 Vision: A Year of Experimentation, Data Insights, and Cloud Challenges

A group of person walking above measuring tape.

Customer Journey Measurement: The Essential Guide

Design concept with monitor and art supplies

How to Design Effective CSAT Surveys

How to Prevent Advisor Burnout in the Contact Centre

Tablet screen displaying a bpo concept

Why BPOs Are Dying and 3 Ways to Save Them

Diverse creative team stacking hands

5 Steps to Building a Culture of Empathy and Inclusivity

Gamification concept with a road and game icons

Gamification: A Definition and Overview

Measuring Tape On Orange Background

A Quick Reference Guide to Measuring CX

A yellow cube with arrow and target in group of others - picking the right one concept

How to Pick the Best Contact Centre Outsourcing Provider

Transformation concept with chains turning to birds

How AI Is Transforming Contact Centres

Software and call centre graphics

What Is Contact Centre as a Service (CCaaS)?

A red phone that has been abandoned

How to Optimize Call Abandonment Rate

The journey behind cx transformation

The Journey Behind Customer Experience (CX) Transformation

Target customer concept. With arrow target and people icons

How Customer Obsession Drives Sales

Egg with drawn happy face in nest

Elevating Employee PX: The Nesting Stage

Essential concept with keystone holding structure in place

The Essential Roles of WFM in Call Centres

Hand turning a knob selecting RPA (Robotic Process Automation) mode

The Future: Exploring Robotic Process Automation (RPA)

Fact Fiction Post-It Notes - separating fact from fiction

AI in WFM: Separating Fact From Fiction

5 Things You Need to Do if You Want a Career Change in 2018

customer objectives with target and customer icons

11 Customer Service Objectives and How to Set Them

A picture of a busy call centre

Call Centre Floor Rules