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Articles - Celia Cerdeira

Celia Cerdeira, Content Marketing Director, Talkdesk

Connect with Celia on LinkedIn

Call centre agents on the phone

What Is Average Handle Time and How to Improve It in Your Contact Centre

CX Trends Concept

CX Trends 2024: The Impact of Technology on Customer Experience

robots talking on the phone

4 New Ways to Leverage AI for Customer Service

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How to Incorporate Customer Service Into a Digital Transformation Roadmap

The words 'Key Performance Indicator' with a key and lock

11 Critical KPIs to Monitor for Contact Centre Efficiency

6 Ways to Improve Contact Centre Performance

Collaboration to achieve concept

How to Build and Implement a Winning Customer Experience Strategy

Omnichannel concept

What is an Omnichannel Contact Centre, and How Does it Improve CSAT?

Old telephone on a pink background

What Is an Outbound Contact Centre?

blurred background with chatbot robot application

How Does AI Improve Contact Centre Efficiency?

CRM Concept

How Does Call Centre CRM Software Work?

2 phones with a wire connecting

How Can Automatic Number Identification Benefit Contact Centres?

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How Does AI Improve Contact Centre Efficiency?

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The Ultimate Guide to an Effective Outbound Contact Centre Strategy

Customer Relationship Management Concept

Customer Relationship Management, and How Contact Centres Can Help

robots in a contact centre

What Is an AI Contact Centre?

Happy contact centre agents in headsets

How Can AI Improve Contact Centre Productivity?

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A Guide to Contact Centre Workforce Management Using AI

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8 Customer Service Channels and How to Optimize Them

Illustration concept of call center with operator in headset and icons around them

14 Contact Centre Tools to Improve CX

Customer service agent on headset

Virtual Contact Centres: Benefits and Best Practices

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What’s Driving CX Trends in 2023?

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Unlocking Customer Insights with Speech Analytics

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How to Reduce AHT in Contact Centres