Articles
Resources
Bring Innovation to Your Company
From Chaos to Connection: Secrets to Engaging Remote Contact Centre Teams
Imagine your contact centre agents spread across the country, working from home offices, kitchen tables, or shared workspaces
AI Revolution Unveiled: Transforming Contact Centres One Crisis at a Time
Picture a hurricane cutting power, with your contact centre swamped by frantic customer calls. It’s a high-pressure moment, but instead of chaos
Disaster-Proof Your Contact Centre: Must-Know Strategies for Continuity
A hurricane sweeps through, flooding streets and cutting power. Your contact centre faces a flood of calls, but are you ready to keep customers supported
Headsets: The Unsung Heroes of Remote Contact Centre Success
In the high-stakes world of contact centres, where every call shapes a customer’s experience, one piece of gear quietly makes all the difference: the headset
Human vs. Automation: The Contact Centre Battle Customers Are Winning
It’s a showdown in contact centres: automation versus the human touch. Businesses love the speed of chatbots and IVRs, but customers?
2025 CX Blueprint: Balancing Trends, Talent, and Technology
Contact centres in 2025 face a triple challenge: evolving customer trends, a shrinking talent pool, and rapid tech advances. Research sets bold CX goals
Simplifying Global CX: Analytics and Communication for Multilingual Customers
Contact centres serve a global village—customers dial in from every corner, many grappling with English as a second language
The Confidence Factor: Training Agents for Resilience in a Digital Age
Contact centres in the digital age demand resilience—agents face rejection, complex tech, and rising customer expectations daily
The Voice of the Future: Human-AI Synergy in Customer Interactions
Contact centres thrive on voice—customers dial in expecting clarity and care. But as technology evolves, AI’s role grows
Empathy-Driven AI: Blending Human Strengths with Technology for Better CX
Artificial intelligence (AI) in contact centres often drowns in hype—visions of fully automated systems sidelining human agents
Data-Driven Empathy: Using Analytics to Understand Non-Native Speakers
Contact centres handle a diverse customer base, including many for whom English isn’t their first language
Cross-Industry Lessons for AI-Powered Contact Centres
Contact centres stand at a crossroads—AI promises transformation, but how do they harness it effectively? Looking beyond their own walls offers answers
The Evolution of Contact Centre Technology: Preparing for 2025 and Beyond
Contact centres in 2025 stand at a pivotal juncture, where technological advancements promise to redefine operations
Streamlining Contact Centre Operations: Eliminating Inefficiencies in 2025
As 2025 approaches, operational inefficiencies continue to plague contact centres, undermining performance and resource utilization
Building a Strategic Vision for Contact Centres: Reporting and Planning for the Future
In 2025, contact centres must transcend their operational roots, establishing a strategic vision that aligns with organizational goals and communicates value to leadership
Elevate Your Contact Centre To An Operational Powerhouse
The term “powerhouse” can mean a person, team, or organization that has a lot of energy, strength, or skill. In the world of business, a Contact Centre has the potential to be a true “powerhouse.”
When Technology Is Both Panacea And Pitfall
We recently conducted our Customer Service Excellence research program in which we wanted to identify the most essential customer support applications
Integrating AI Into Your Contact Centre
As businesses in a wide range of industries are discovering, the powerful and versatile artificial intelligence (AI) capabilities embedded within the latest generation
