Category Archives: Guest Content

Q&A

Q&A: A legal right to talk to a human is useless unless the handoff works

Ireland has transposed the EU distance marketing directive through the European Union (Distance Contracts for Financial Services) Regulations 2026, giving consumers the right to request human intervention rather than having to rely solely on an automated system when they buy a financial product or service online or over the phone. Continue reading Q&A: A legal right to talk to a human is useless unless the handoff works →

Guest Post

Beyond Technology: How Leadership Drives Contact Centre Performance

As AI and automation redefine the contact centre, new research from Calabrio suggests performance hinges on more than just technology. Ed Creasey, Vice President of Solution Engineering at Calabrio, explores how leadership behaviours – from clear communication to emotional support – are emerging as the decisive factor in agent retention, resilience and customer outcomes… Continue reading Beyond Technology: How Leadership Drives Contact Centre Performance →

Guest Post

AI is the here and now, but are your agents prepared?

Contact centres can no longer afford to think of AI as a future concept – it is very much the here and now. But are contact centres preparing their agents in the best way? Magnus Geverts, VP of Product Marketing at Calabrio, analyses the different factors at play and advises on how to best equip agents to handle the changing landscape. Continue reading AI is the here and now, but are your agents prepared? →

Guest Post

Empowering Agents to Excel – Why Wellbeing Helps Drive Customer Experience

In today’s digital world, technology is at the forefront of many conversations for its ability to increase efficiency and improve productivity, but Scott Budding, Sales Engineering Manager, UK & EMEA at Calabrio, explains how it can also benefit the contact centre’s most important asset — agents. Continue reading Empowering Agents to Excel – Why Wellbeing Helps Drive Customer Experience →