Contact centres

Advice and insights about contact centre strategies, technologies, processes and people.

Contact centres

13th Mar 2023

What will Salesforce Einstein GPT mean for CX?

Stuart Dorman

Contact centres

10th Mar 2023

About to begin your cloud migration journey?

Derek Forrest

Contact centres

2nd Mar 2023

Virtual assistants to be targeted by protestors

Rhys Fisher

Contact centres

14th Feb 2023

Gartner lauds "connected rep" call centre strategy

Rhys Fisher

Analytics

7th Feb 2023

Elephants and the customer experience

Jim Davies

Analytics

25th Jan 2023

The 5-step detox programme for contact centres

Magnus Geverts

Artificial intelligence

25th Jan 2023

Is ChatGPT the next stage for CX AI adoption?

Joe O'Brien

Contact centres

5th Dec 2022

Is Frontier right to close its call centres?

Neil Davey

Employee engagement

25th Nov 2022

How to address ‘quiet quitting’ in contact centres

Stephen Holliday

Contact centres

24th Oct 2022

How is quiet quitting impacting contact centres?

Peter Dorrington

Contact centres

18th Oct 2022

Vulnerable customers struggling for service

Rhys Fisher

Contact centres

13th Oct 2022

The benefits of intelligent swarming

Patrick Martin

Resources

Toolkit

Sponsored

Customer service automation for online businesses

Your how-to guide to customer service for businesses who sell online

Ebook

Sponsored

CX Leader of the Year 2022 winners' book

Research

Sponsored

Research: Profiling the skills/roles of CX bosses

Ebook

Sponsored

How Foot Locker created personalised experiences

Contact centres

7th Oct 2022

Consumers reveal their contact centre grievances

Rhys Fisher

Customer emotion

28th Oct 2022

Efficient/empathetic CX key during costs crisis

Martin Taylor

Contact centres

3rd Nov 2022

Providing better support for contact centre agents

Judith Schuder

Artificial intelligence

14th Sep 2022

How contact centres, AI & CRM are converging

Tim Pickard

Contact centre metrics

12th Oct 2022

KPIs or CX: Redefining contact centre success

Gary Bennett

Artificial intelligence

1st Sep 2022

Brands are under pressure to differentiate via CX

Tim Pickard

Brand news

View more brand news

The latest news and announcements from solution providers in the CX market

Product announcements, company updates, industry research and news from our directory of 100+ customer experience technology providers and consultancies.

CallMiner

1st Mar 2023

Beyond Surveys Volume 2: The Power of Unsolicited

Sabio

14th Feb 2023

Appello Careline Selects Sabio For Cloud Project

Calabrio

9th Feb 2023

Calabrio named in G2’s 2023 Best Software Awards

CallMiner

17th Jan 2023

3 Strategies to Future-Proof Your Contact Centre

Contact centres

25th Aug 2022

Tackling service agent burnout

Patrick Martin

Contact centres

23rd Aug 2022

Contact centres are crying out for help

Mandy Reed

Customer experience management

18th Aug 2022

24/7 customer care and the cost-of-living crisis

Jonny Campbell

Contact centres

13th Jul 2022

Solving the capacity planning issue in service

Lee Cottle

Contact centres

6th Jul 2022

Look to the past to design the future call centre

Walroux Engelbrecht

Contact centres

22nd Jun 2022

Call customer support or clean a toilet?

Mandy Reed

Contact centres

23rd Jun 2022

Optimising CX through reducing agent effort

Devin Poole

Employee engagement

19th May 2022

Self-scheduling: The answer to agent stress

Magnus Geverts

Contact centres

29th Jun 2022

Can voice be frictionless and still stop fraud?

Amit Gupta

Contact centres

Contact centres

Resources

Brand news

The latest news and announcements from solution providers in the CX market

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