Articles - Celia Cerdeira

Celia Cerdeira is the Content Marketing Director at Talkdesk, where she has been driving content strategies for over 3 years.

She specialises in inbound marketing, content marketing, and digital marketing, with a strong focus on enhancing customer relationships through innovative solutions powered by AI and Machine Learning.

Celia delivers compelling content, developing SEO strategies, and leading content initiatives that resonate with diverse customer personas.

Connect with Celia on LinkedIn

Bendy roads with one straight path across it all
First Contact Resolution: What It Is and How to Improve It
Analysis report
Which CX Analytics Should a Contact Centre Measure?
Digital hand set location on map with two pins
What Is Intelligent Call Routing and How Does It Work?
The words 'Key Performance Indicator' with a key and lock
11 Critical KPIs to Monitor for Contact Centre Efficiency
5 golden stars
5 Ways to Improve the Ecommerce Customer Experience
Coaching concept with person drawing stairs
8 Steps for Effectively Coaching Call Centre Agents
Green Human Figure Stopping Wooden Dominos Blocks
15 Damage Control Techniques for Call Centre Agents
Customer Loyalty Concept
6 Effective Strategies to Improve Customer Loyalty
Digital Transformation Concept
What Is Digital Transformation and How Can a Contact Centre Help Companies Achieve It?
WFM concept with people icons on AI themed background
A Guide to Contact Centre Workforce Management Using AI
Half yellow half blue background, 2 blocks with happy faces and a block that has the letters VS' in the middle
Customer Experience vs. Customer Service: What’s the Difference?
The concept of Omnichannel between devices
The Ultimate Guide to Building Omnichannel CX
Green phone on coloured background
16 Factors Influencing First Call Resolution
Virtual intelligent assistant consulting, customer online support concept
What Are Virtual Agents? Benefits and Getting Started
Old telephone on a pink background
What Is an Outbound Contact Centre?
Contact Centre
How Can a Contact Centre Improve Internal Workforce Management?
The number 10 is written in white lilac flowers on a red background
The 10 Basic Principles of Customer Service Excellence
Cloud Computing Concept
What Is a Cloud Contact Centre, and How Does It Work?
Omnichannel concept
What Is An Omnichannel Customer Experience and Why Is It Important?
Customer Experiences Concept. Happy Client Using Smartphone to Reading Review
14 Techniques for Excellent Call Centre Customer Service
A hand drawn graph showing improvement
10 Strategies to Improve Agent Productivity
Helpdesk headset and computer accessories on pink background
How to Set Up a Call Center
Customer Experience Platform
What Is a Customer Experience Platform?
Customer service software concept with screen and chat
Customer Service Software: A Complete Introduction