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 […]
https://www.callcentrehelper.c....om/guide-contact-cen

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 […]
https://www.callcentrehelper.c....om/how-to-predict-st

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

AI-Powered Humans: Redefining Customer Experience Through Innovation Jurgen Hekkink, Head of Product Marketing at AnywhereNow, discusses how businesses are leveraging AI to enhance service quality, increase employee satisfaction and improve operational efficiency. Artificial intelligence is fundamentally reshaping the customer experience landscape, enabling brands to deliver faster, smarter, […]
https://www.callcentrehelper.c....om/ai-powered-humans