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Articles - Yasir Bugrara

Yasir Bugrara, Global Director, AI for Contact Centres Platforms, Medallia

Connect with Yasir on LinkedIn

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Using Speech Analytics to Improve the Customer Experience

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A Checklist for Implementing… Performance Management Tools

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Unlocking the Value of Contact Centre Data

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28 Brilliant Hacks to Improve Contact Centre Efficiency

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A Checklist for Implementing… Speech Analytics

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16 Contact Centre Technology Innovations That You Can’t Ignore

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30 Contact Centre Predictions for 2021

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How Are Customer Expectations Changing and What Does That Mean for Us?

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What to Look for When Buying a Cloud Communications System

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Editor's Pick

Thumbnail The Best Ways to Track Absence in the Contact Centre

The Best Ways to Track Absence in the Contact Centre

Thumbnail Contact Centre Predictions for 2025

Contact Centre Predictions for 2025

Thumbnail 10 Christmas Office Games to Motivate Your Team

10 Christmas Office Games to Motivate Your Team

Thumbnail Stop Doing These Stupid Things to Your Customers

Stop Doing These Stupid Things to Your Customers

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Latest Resources

White Paper: Building a Conversation Intelligence Centre of Excellence

White Paper: Building a Conversation Intelligence Centre of Excellence

Report: Inner Circle Guide to Customer Interaction Analytics

Report: Inner Circle Guide to Customer Interaction Analytics

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Upcoming Events

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CX Trends in 2025 and Beyond – Webinar

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The 2025 CX Playbook: Strategies Contact Centres Can’t Ignore – Webinar

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AI Readiness: Lessons From the CCMA Tech Summit

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Sales Contact Centres: How AI Insights Can Help You Boost Revenue

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Featured Articles

Thumbnail 15 Examples of Probing Questions for Customer Service

15 Examples of Probing Questions for Customer Service

Thumbnail How to Calculate the Number of Agents Required in a Contact Centre

How to Calculate the Number of Agents Required in a Contact Centre

Thumbnail How to Calculate Contact Centre Service Level

How to Calculate Contact Centre Service Level

Thumbnail 20 Sneaky Tricks That Call Centre Agents Use to Avoid Calls

20 Sneaky Tricks That Call Centre Agents Use to Avoid Calls

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Popular Pages

Thumbnail The Top 25 Positive Words and Phrases for Customer Service

The Top 25 Positive Words and Phrases for Customer Service

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The Top 50 Words to Describe Yourself on Your CV in 2024

Thumbnail Contact Centre Dashboard Excel Template – FREE Download

Contact Centre Dashboard Excel Template – FREE Download

Thumbnail The Phonetic Alphabet and How it Improves Customer Service

The Phonetic Alphabet and How it Improves Customer Service

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Hot Topics : CX - CCaaS - AI - Analytics - WFM

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