Articles with 'Tech to improve the CX'

September 27, 2026

Types of Visual Engagement Tools for Customer Service

March 19, 2018 Last Updated: December 6, 2019
Carolina Scrobogna

With humans processing images 60,000 faster than text, contact centres are looking to different types of visual engagement tools to improve the CX. This article reveals the common visual engagement technology that is surprisingly accessible and affordable.

3 Myths about Visual IVRs and why you need one

August 9, 2017 Last Updated: December 16, 2023
Aaron Waters

We explore 3 Visual IVR Myths and how this new call centre technology helps you provide an improved mobile experience for customers.

What Call Centre Metrics and KPIs should you use?

October 4, 2018 Last Updated: September 12, 2021

Discover the top 10 call centre metrics & KPIs used today by managers including why, how they work and what to look out for.
Why the AHT metric should be extinct

November 9, 2016 Last Updated: June 30, 2023

With changes to the way contact centres operate and a higher focus on quality, its about time you stop using the AHT metric for call centre agents.

Team Leader Coaching Fundamentals

July 27, 2020 Last Updated: July 22, 2021
How to sound like a call centre leader

February 5, 2018 Last Updated: July 15, 2020
How Leaders Build Teams

February 11, 2015 Last Updated: July 15, 2020

Instant Employee Rewards

April 18, 2018 Last Updated: March 12, 2020
3 Free Ways to Reward Your Call Centre Team

February 17, 2019 Last Updated: January 11, 2020
How to improve employee retention

September 13, 2016 Last Updated: March 13, 2020