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Contexta360 Blog

Beyond Metrics – Unveiling the Complexity of Customer Expectations

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A Step-by-Step Guide to Achieving Customer Service Excellence with Data-Driven Insights

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The Evolution of Customer Conversations – Conversational AI Insights from Contexta360’s Developers

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Beyond the Survey, Understanding True Customer Experience with Conversational Analytics

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Mastering the Art of Conversational AI: Insights from a Junior Developer’s First 21 Days at Contexta360

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From Traditional to Digital: Transforming Your Contact Centre Successfully

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The top drivers that make good contact centre staff leave

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How can we strike a balance between humans and robots?

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Agents versus robots: part 2 – Return of the Jedi

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3 Reasons your customer service agent’s well-being is broken and how to fix it

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How sentiment and emotional intelligence can help you navigate towards CX success

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Five signs you have a broken process and what to do about it

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10 signs you are in control of your customer service strategy

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Eight actionable CX insights to increase customer success

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The future of AI-powered speech analytics: 6 considerations to gain maximum business impact

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How the relationship between quality management and speech analytics maximizes CX impact

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How to unlock the top five capabilities that will deliver quality management and speech analytics benefits

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How speech analytics is vital to improving Voice of the Customer programmes

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How to identify broken processes to glean meaningful insights

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How to Improve NPS, CX, C-SAT and CES

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How to transform customer service effectiveness into an optimal service model

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How to design effective CX optimisation and quality success strategies

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Air Traffic (Call) Control

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2021 Over and Out!

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Are you about to be dumped?

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Are we frogs in hot water?

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Four thought-provoking ways to reduce call queue times and after-call work

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How to build a conversational analytics strategy

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How to stay on top of every trend in your call centre (part 2)

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The Future of Customer Communication

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blog nps frustration

Why use post-survey NPS if it annoys your customers?

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How to stay on top of every trend in your call centre (part 1)

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An Essential Tip from IT History For Today’s Speech Analytics and Conversational Intelligence World

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Give your remote staff personalised assistance to shine every day!

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C360 blog - Contact centre of the future

Day in the life of an agent in the contact centre of the future

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Livia Kuhn

How to be a disrupter: the female data scientist who is helping to lead an AI revolution

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A Personal touch and frictionless service starts with asking the right questions

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