Translate

Articles by Guest Author

A selection of articles from contact centre industry experts

Average handling time written on green background with highlighter

Why AHTs Still Matter and 5 Ways to Improve Them

People holding paper speech bubble - greeting and conversation concept

Phone Greetings for Your Call Centre

Human hands working on laptop with graphs and analytics.

Embrace AI to Improve Agent Performance and CSAT

Leadership concept with chess piece

NICE Named an Exemplary Leader in Ventana Research

Mental health concept with head and clouds

10 Wellbeing Tips From an Award-Winning Contact Centre

Transformation concept with butterfly

Transforming Customer Service Through Speech Automation and CCaaS

Digital experience concept with digital review faces

Digital Experience Management: What You Need to Know

Design concept with monitor and art supplies

How to Design Effective CSAT Surveys

Two people in circles that overlap

Conversational and Generative AI: The Dynamic Duo

Development and transition idea with person jumping from one lightbulb to a lit one

Elevating the Employee Experience: Transition

Why FCR Matters Video Cover

Video: Why FCR Matters and How to Measure It

Tiny Characters at Touch Screen and Huge Column Data Chart.

15 Fascinating Conversational AI Statistics

Breaking the cycle concept with arrows on cubes in a circle with one in yellow heading out

Break the Cycle of Unhappy Agents and Poor Sales Habits

Happy customer getting keys to car

The Art of Customer Service in the Automotive Industry

Coaching in speech bubble in from of people learning at desk

Introducing Scorebuddy Quality Assurance Coaching

Person walking rope between two sides

Finding the Sweet Spot Between Automation and Control

Unlocking potential concept with illustration of key, head and brain

Unlocking Productivity: Introduction to Workforce Management

System integration concept with two puzzle pieces

How to Enhance CX With Expert Input

Time concept with clock and person with checklist

What Is Average Handle Time (AHT) in Contact Centres?

3D Calendar with scheduled dates and appointments, clock, to-do list with tasks, reminders and messages

Google Calendar Integration: Optimizing WFM

Megaphone on yellow background

Talkdesk to Showcase Efficiency With Generative AI at Gartner Symposium

Cowboy on a horse - wild west concept

Bringing the Back Office Into Your Omnichannel Contact Centre

AI technology and management concept with illustration of a robot

AI Disruption Is Here! Are You Managing It Well?

Video concept with a hand pressing a play button

8×8 Announces New Video Functionality