agent experience Archives

Blog

18 February 2026

Real-time assist that feels like backup, not Big Brother

Self-belief is the first secret of success. Spend time on any contact centre floor and…

Joseph Murfin

Blog

21 November 2024

Should You Add Digital Channels to Your Contact Centre? Insights from Industry Experts

In the world of contact centres, there’s one question cropping up more than ever: To add…

Joseph Murfin

Blog

19 June 2024

Are We Really Ready for All the Answers from AI in Contact Centres?

AI is becoming a key component in contact centres, making things smoother and faster. In…

Eleanor Morden

Blog

17 June 2024

CSAT Scores are in Decline – Now is Your Time to Shine!

Ever wondered how businesses measure if you’re happy with their service? Well, when it comes…

Eleanor Morden

Blog

13 February 2024

How to boost contact centre agent engagement for higher productivity

Many companies realise that happy, engaged employees lead to better customer experiences. So they make…

Eleanor Morden

Blog

12 February 2024

How to Develop Empathy-Centric Customer Service in Contact Centres

In today's instant-answer world, taking time to truly understand someone’s perspective may seem old-fashioned or…

Eleanor Morden

AI for contact center employee wellbeing

Blog

7 February 2024

Contact Centres Get an Agent Wellness Upgrade

Working in a contact centre can be a high-pressure job. Employees spend hours on the…

Eleanor Morden

Blog

27 November 2023

The Evolution of Remote Contact Centres

The post-pandemic era has been a definitive turning point for businesses, underlining the vital role…

Eleanor Morden

Blog

13 November 2023

Beyond Metrics: The Art of Measuring Agent Experience in Contact Centres

It's easy to get caught up in the numbers game in contact centres. When it…

Eleanor Morden

Article

27 October 2023

How AI-Powered Knowledge Management is Transforming Contact Centres

Published on European Business Magazine on October 12, 2023 There’s something incredibly fascinating happening right…

Eleanor Morden

agent experience

Real-time assist that feels like backup, not Big Brother

Should You Add Digital Channels to Your Contact Centre? Insights from Industry Experts

Are We Really Ready for All the Answers from AI in Contact Centres?

CSAT Scores are in Decline – Now is Your Time to Shine!

How to boost contact centre agent engagement for higher productivity

How to Develop Empathy-Centric Customer Service in Contact Centres

Contact Centres Get an Agent Wellness Upgrade

The Evolution of Remote Contact Centres

Beyond Metrics: The Art of Measuring Agent Experience in Contact Centres

How AI-Powered Knowledge Management is Transforming Contact Centres

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