Blog
Discover the latest insights, information and trends in blogs created by customer experience experts.
Cloud contact centers – what they are and why they work
01 Oct 2024
Learn how the cloud is revolutionizing the contact center environment and making life better for customers, agents and businesses.
What is an intelligent virtual agent?
05 Jun 2024
IVAs are powered by cognitive process automation and nature language understanding. Learn more about intelligent virtual assistants in this blog here.
How to design outstanding customer experience - from a CX expert
27 May 2024
Learn how a major retailer teamed with Probe CX to transform their contact centre experience.
How to improve contact center agent performance
07 Apr 2024
Learn practical tips to improve contact center agent performance in the modern-day contact center.
The future of AI driven conversations
04 Apr 2024
How will conversational AI will reshape service delivery from every angle?
Tips for humanizing CX while prioritizing automation
21 Feb 2024
Discover how automation can change customer experience for the better.
What contact centers in 2028 could look like with Generative AI
13 Feb 2024
Discover a world where technology is helping change the customer experience conversation for contact center managers, agents and callers.
A survival guide for digital transformation
07 Feb 2024
Discover the key questions to answer before tackling the daunting task of digital transformation.
The definitive guide to digital transformation statistics
07 Jan 2024
Discover the statistics that reinforce the importance of digital transformation.
How to get started with intelligent automation
07 Feb 2024
RPA can create growth opportunities and reduce operational costs but it is not a 'one size fits all' concept. Learn more in this blog here.
Part 3 Generative AI special report: the future of work
10 May 2024
Discover how the technology everyone is talking about will impact the future workplace.
Top 6 future trends in contact centers
03 Nov 2023
Discover how technology is changing contact centers for the better with these top trends.
Generative AI special report: plan for long-term Part 2
20 Dec 2023
Discover why executives need to remember the bigger picture in their rush to embrace generative AI technology.
Part 1 Generative AI special report: evaluating the risk vs rewards
28 Sep 2023
Generative AI may be the talk of the tech world but it needs to come with a warning sign.
The power of repeat customers in an uncertain world
01 Oct 2024
Discover why more businesses are focusing on the customers they already know.
An insider’s guide to workplace diversity and inclusion
30 Nov 2023
Meet the diversity and inclusion challenge by tapping into 25-plus years of experience.
Why outsourcing should be part of any crisis management strategy
07 Jun 2024
Learn why more companies are turning to outsourcing to help navigate difficult times.
8 RPA trends to watch
10 May 2024
From hyperautomation to low-code platforms and increased focus on security, learn about the latest developments shaping the world of automation.
Why you should invest in both customer engagement and retention
07 Jun 2024
Discover why engaging with customers means little without the support of a quality retention strategy.
Customer experience (CX) tech: a banking and finance gamechanger
08 Mar 2024
Discover the importance of CX and what digital tools are changing the status quo in the banking and finance industry.
6 important CX metrics and KPIs (and how to measure them)
01 Oct 2024
The must-know CX metrics to help you ‘be where your customers are’ and guide the next phase of your CX strategy.
Customer-centric trends shaping 2023
05 Feb 2024
Customer-centric companies are successful companies, which is why so many will be tapping into this year’s top tips for nurturing happier consumers.
Outsourcing, Offshoring and Onshoring. What’s the difference?
07 Jun 2024
Tough economic times are a great time to consider outsourcing - but which destination would work best for your business?
The costs of outsourcing
07 Jun 2024
Discover how much it costs to outsource and what your business can expect.
How much companies can save by outsourcing
07 Jun 2024
Outsourcing is a great way to save money but it is not a case of one size fits all. Learn the savings on offer and hidden costs to watch out for.
Contact centers: attracting and retaining the right talent
01 Dec 2023
The strategies contact center recruitment channels can use to attract and retain quality talent and how to correctly compensate these employees.
What are the advantages of outsourcing?
01 Oct 2024
An in-depth guide on what outsourcing actually is and the advantages hiring an offshore team can have for your business.
8 principles of customer experience
30 Nov 2023
Building and implementing a CX strategy takes time. Embracing the following principles is a key step towards enhancing CX within your organisation...
Best customer experience metrics and KPIs
30 Nov 2023
Delivering a positive customer experience is a key goal for all businesses, and today, it has become an industry of its own. Find out more in this blog.
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