2025 Guide to Contact Centre Automation Contact centre automation presents a powerful solution. Businesses can wave goodbye to repetitive manual processes while boosting speed and efficiency. At the same time, agents become free to focus on the tasks that matter most. Wondering how to get started? […]
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The Ultimate Guide to Contact Centre Analytics Celia Cerdeira at Talkdesk explores why contact centre analytics are essential, how they drive business success, and how AI streamlines the entire analytics process. Whether calling an agent or reaching out on social media, customers expect fast, personalized, and seamless […]
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Workforce Forecasting: How to Predict Staffing Needs Calabrio explores how mid-to-large contact centres can turn workforce forecasting from a frustrating guessing game into a strategic advantage that reduces costs, improves agent engagement, and delivers consistently better customer experiences. Right now, contact centres face unprecedented workforce challenges. With […]
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9 Components of Employee Engagement in a Contact Centre This blog summarizes the key points from a recent article from David McGeough at Scorebuddy, where he explores the 9 most important components of employee engagement, why they matter, and what you can do to improve them. Let’s be real, […]
https://www.callcentrehelper.c....om/components-of-emp

3 Ways AI Can Help Contact Centres Enhance Customer Experience Zaineb Ahmed at Peopleware explains three ways artificial intelligence (AI) can help contact centres enhance customer experience (CX). When discussing the future of WFM, we usually associate it with automating operations. We think of AI-driven WFM systems that deliver enhanced […]
https://www.callcentrehelper.c....om/ways-ai-enhance-c