Translate

Articles by Guest Author

A selection of articles from contact centre industry experts

Leader concept with person in arrow of light

Five9 a Leader for Conversational AI in the ICC

Launch concept illustration with a rocket

EvaluagentCX Has Launched – Here’s What It Means for CX

Gold number 17 on coloured background

EvaluAgent Ranks #17 on Best UK Software Companies List

Global awards concept with a globe on golden podium

Five9 Partners Lead with Outstanding Innovation

Upset and stressed person sat at computer

How to Support an Agent After an Angry Call

Speech and text analytics concept with magnifying glass and speech bubble

Getting the Most From Speech and Text Analytics

Call centre worker completing document

7 Ways to Fine-Tune Your After-Call Work Strategy

AI and smart integration concept with person using laptop with ai brain and icons

What Smart Companies Know About Integrating AI

Hand pointing at glowing cubes - technology concept

A Practical Guide to Building the Ultimate Customer Support Tech Stack

AI concept with robot hand touching glass screen with human hand

5 Ways Conversational AI Supports Contact Centre Automation

Moving from idea to implementation.

5 Actionable Trends to Implement in Your Contact Centre in 2024

Empowerment concept with person stood by dramatic skyline

Why Agent Empowerment Is Key to Customer Service Excellence

Call centre workers in office

Five Key Trends for Contact Centres in 2024

Person holding open book with magic golden key

How to Unlock Agent Motivation With Gamification

Business partner or mergers and acquisitions concept with blocks showing shaking hands and target

Genesys Completes Acquisition of Radarr Technologies

Red piggy bank and classic alarm clock - time banked concept

How to Automatically Manage TOIL and Time Owed Balances

Tech devices connected to each other with the words technology mistakes

3 Technology Mistakes That Are Probably Ruining Your Contact Centre

Consumer feedback concept with stacked blocks with people and speech icons

Best Practices for Acting on VOC Insights at Scale

Person holding phone with chatbot and speech bubbles

Don’t Blame the Chatbots for Poor Customer Service

Person playing chess - gamification strategy

5 Onboarding Gamification Strategies With Examples

Customer satisfaction concept with hand choosing green smiley face

Seven Ways to Boost CSAT and Retain Your Customers

Cloud connecting people icons

SMB Gains From a Cloud Contact Centre Exceed Personalization

AI and human handshake - ai companion concept

Zoom Milestone as AI Generates Over 5 Million Meeting Summaries

Retail and technology concept with shop backdrop and icons

AI Access Given to Tens of Thousands of BigCommerce Customers