CX Central Articles - Page 8 of 71 - Expert tips, insight, ideas and data!

How AI can improve customer service efficiency

How AI Can Make Customer Service More Efficient

January 13, 2021 Last Updated: September 11, 2021
Charlie Svensson

Learn 5 key ways AI Can Make Customer Service more efficient to lower costs and improve the customer experience.

How and why contact centre agents need to know your ideal customer

How to identify your ideal customer

January 4, 2021 Marc Carriere

Learn why sharing the key criteria of your Ideal Customers with contact centre team members will help improve engagement, customer experience, conversion rates and lower costs.

Organisational Knowledge Management

December 15, 2020 Last Updated: December 16, 2023
Brad Shaw

Organisational Knowledge Management is becoming a critical requirement to servicing customers from any channel or business touchpoint.

Can You Extract Consumer Insights With User-Generated Content?

December 15, 2020 Last Updated: December 16, 2023
Efrat Vulfsons

How businesses are using User-Generated Content (UGC) to extract powerful consumer insights that can improve customer service, sales and more.

Customer Experience Measurement Framework

December 14, 2020 Last Updated: May 31, 2025
Ben Carmichael

Learn more about the Customer Experience Measurement Framework (CXM) used to measure customer feedback in businesses.

Managing quality for remote contact centre workers

December 8, 2020 Last Updated: June 15, 2021
Darren Rushworth

While the shift to call centre work from home has been rapid, thoughts are now turning to the challenges in managing quality for remote contact centre workers. Thankfully we’ve got a few tips that can help.