Recently Updated Articles on CX Central

With hundreds of articles published on CX Central dating back to when we first launched in 2011 there is no doubt that staying on top of all those articles is not easy!

Whilst some of the articles are timeless e.g. Empathy Statements to use in Customer Service, many articles can and do date so we are constantly updating content to try and provide the best experience for our audience.

If you’ve noticed an out of date article please contact us and let us know and we’ll do our best to update it.

The most recently updated articles on CX Central

The top 12 KPIs to measure call centre agent performance

How to measure a call centre agents performance?

Have you been wondering how to measure a call centre agents performance? We reveal the top 12 KPIs and why quality should be your main priority.

The problem with CX Mystery Shopping Programs

The problem with CX Mystery Shopping programs

Discover how you can avoid the one common problem with CX Mystery Shopping programs that can compromise the whole Voice of the Customer process.

hybrid workplace challenges

Challenges of the plug-and-play hybrid workplace

Businesses need to empower, develop and protect contact centre agents. With hybrid workplaces here to stay, onboarding must include tech training!

Title of 8 Tips to Provide Exceptional Customer Service with a picture of a happy call centre worker

Tips to Provide Exceptional Customer Service via the Contact Centre

Give your business the critical edge with these 8 ways to Provide Exceptional Customer Service through the contact centre.

How to Improve Your CX with Customer Journey Mapping

Improve Your CX with Customer Journey Mapping

Learn how to improve your CX with Customer Journey Mapping with these 8 expert tips to supercharge your customer experience.

How to build a CXM measurement program

How to build a Customer Experience (CXM) Measurement Program

Learn how to build a Customer Experience (CXM) Measurement Program in your business using these 7 key steps that can apply to any business.

How to capture the Omnichannel Customer Experience

How to Capture the Omnichannel Customer Experience

Learn why capturing the Omnichannel Customer Experience is now becoming a critical strategy for businesses looking for a competitive edge.

B2B Lead Generation Tips for 2021 and beyond

B2B Lead Generation Tips in 2021

Outbound telemarketing looks like its still here to stay but we also look at other B2B Lead Generation Tips in 2021 and beyond.

Tips for creating an effective customer journey map

Guide to Creating an Effective Customer Journey Map

Learn some tips on creating an effective customer journey map to improve the customer experience and grow your business.

Cloud-Based Call Centre Software versus on-premise

Cloud-Based Call Centre Software

Everything you need to know about on-site and cloud-based call center software so you can decide what’s best for your business.

Customer Service and the empathy economy

Customer service and the empathy economy 

We talk to local experts to explore the role of empathy and a blended approach to AI and automated communications for customer service.

An insight into human centered design stages including flaws and success measures.

The Human-Centred Design (HCD) Stages

Learn more about Human-Centred Design including the 4 stages, potential problems and common success measures of HSD initiatives.

4 UX Elements That Win Customer Trust

4 UX Elements That Win Customer Trust

Learning how to win customer trust is a sure-fire way of improving business outcomes so we’ve got 4 UX elements you need to get right.

Tips on using Emotion and Logic to increase sales

Using Emotion and Logic in Sales

A great tip on how to coach call centre agents on the power of using emotion and logic to increase sales performance and results.

Customer Experience Measurement Framework

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

Organisational Knowledge Management

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?

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

tips for contact centre sales on the sales funnel

Coaching tips for contact centre sales agents

Coaching tips for contact centre sales agents that will help you achieve the best outcomes (applies to both inbound and outbound sales).

How to Convert Customer Frustration into Acquisition

How to Convert Customer Frustration Into Acquisition

It takes years to build a reputation and in the digital age, just hours to break it – learn how to convert customer frustrations into a positive.

How Sentiment analysis is helping businesses understand their customers

Why Is Sentiment Analysis Important In Ecommerce?

Learn how sentiment analysis helps brands understand more about their customers and how they use this data to gain more customers.