The Digital Journey: Consumer Frustration and Loyalty

The Digital Journey: New Findings on Consumer Frustration and Loyalty within the contact centre Learn how…

Medallia Partnerships to Enhance Agent Assistance

Medallia Announces Partnerships to Enhance contact centre agent Assistance for Customer Service Improve contact centre agent…

Medallia Names Joe Tyrrell Chief Executive Officer

Medallia Names Joe Tyrrell Chief Executive Officer – Leslie Stretch retiring and remaining as a Medallia…

Medallia Experience Orchestration – Omnichannel Customer Insights

Medallia Experience Orchestration allows companies to use omnichannel customer insights to personalise engagement within contact centres…

The 2022 Contact Centre Trifecta of Pain: Increasing Workloads

The 2022 contact centre trifecta of pain: increasing workloads (Part 3) Rachel Lane, Solution Principal for…

The 2022 Contact Centre Trifecta of Pain: Rising Attrition Rates

The 2022 Contact centre Trifecta of Pain: Rising Attrition Rates (Part 2 –  See Part One)…

The 2022 Contact Centre Trifecta of Pain: The Struggle to Hire

The 2022 contact centre trifecta of pain: the struggle to hire (Part 1) Rachel Lane, Solution…

Medallia acquires Mindful, Leader in Contact Centre Callback Technology

Medallia acquires Mindful, the global leader in contact centre callback technology Medallia, the global leader in…

Medallia to Acquire Mindful, Global Leader in Contact Centre Callback Tech

Medallia to Acquire Mindful, the Global Leader in Contact Centre Callback Technology  Medallia, Inc., the global…

Achieving a High-Performance Contact Centre Culture

A Leader’s Guide to Achieving a High-Performance Contact Centre Culture Contact centre leaders must prioritize culture…

Best Practices for Building a Customer Experience Team

Best Practices for Building a Customer Experience Team –Discover real-world advice for building a customer experience…

The Future of the Contact Centre is Right Here Right Now

The Future of Contact Centres is right Here, Right Now How is the future of contact…

Contact Centre Trends: The Current State of Play

Contact Centre Trends: The Current State & 6 Key Forces at Play – Medallia discusses It’s…

How to Improve CX Experience & Employee Engagement

How to Improve Customer Experience and Employee Engagement: Advice from 14 Leading Brands Each year we’re…

The Future of Customer Service – Report Trends 2022

Customer Service Trends for 2022 – Preparing for the Future of Customer Service – New Report…

Contact Centre Staffing: How Many Agents Do You Need?

Contact Centre Staffing: How Many Agents Do You Need? Medallia explains how to get the perfect…

Employee Recognition Programmes to Try in Contact Centres

5 Employee Recognition Programme Examples to Try in Your Contact Centre – Medallia Customer service is…

Contact Centre Performance Management

The #1 Thing Your Contact Centre Performance Management Programme Is Missing –  Medallia reveals Contact centre…

Prepping Your Contact Centre for the Christmas Period

Prepping Your Contact Centre Team for the Holiday Season – Medallia discusses – Black Friday has…

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