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Articles - Celia Cerdeira

Celia Cerdeira, Content Marketing Director, Talkdesk

Connect with Celia on LinkedIn

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11 Critical KPIs to Monitor for Contact Centre Efficiency

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CX Trends 2024: The Impact of Technology on Customer Experience

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4 New Ways to Leverage AI for Customer Service

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How to Build and Implement a Winning Customer Experience Strategy

6 Ways to Improve Contact Centre Performance

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14 Contact Centre Tools to Improve CX

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10 Strategies to Improve Agent Productivity

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What Is CSAT? Definition & How to Measure It?

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Call Centre Service Level and Customer Satisfaction

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How to Incorporate Customer Service Into a Digital Transformation Roadmap

CRM Concept

How Does Call Centre CRM Software Work?

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8 Steps for Effectively Coaching Call Centre Agents

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How Can Automatic Number Identification Benefit Contact Centres?

Customer Relationship Management Concept

Customer Relationship Management, and How Contact Centres Can Help

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How Does AI Improve Contact Centre Efficiency?

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Conversational AI: What It Is and How It Works

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A Guide to Contact Centre Workforce Management Using AI

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AI Knowledge Management: How Does It Benefit Your Business?

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The 10 Basic Principles of Customer Service Excellence

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16 Factors Influencing First Call Resolution

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What Is Call Centre Routing and How Does It Improve Customer Experience?

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How Can AI Improve Contact Centre Productivity?

Customer service agent on headset

Virtual Contact Centres: Benefits and Best Practices

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What Is an ACD? Everything You Need to Know