Contexta360 Blog

Beyond Metrics – Unveiling the Complexity of Customer Expectations

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

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

Beyond the Survey, Understanding True Customer Experience with Conversational Analytics

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

From Traditional to Digital: Transforming Your Contact Centre Successfully

The top drivers that make good contact centre staff leave

How can we strike a balance between humans and robots?

Agents versus robots: part 2 – Return of the Jedi

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

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

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

10 signs you are in control of your customer service strategy

Eight actionable CX insights to increase customer success

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

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

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

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

How to identify broken processes to glean meaningful insights

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

How to transform customer service effectiveness into an optimal service model

How to design effective CX optimisation and quality success strategies

Air Traffic (Call) Control

2021 Over and Out!

Are you about to be dumped?

Are we frogs in hot water?

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

How to build a conversational analytics strategy

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

The Future of Customer Communication

blog nps frustration

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

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

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

Give your remote staff personalised assistance to shine every day!

C360 blog - Contact centre of the future

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

Livia Kuhn

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

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