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Centrical

Discover and explore our Centrical content collection, including articles, blogs, news stories, case studies, resources and more.

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New Ways to Empower Agents in 2025

New Ways to Empower Agents in 2025

Practical Tips to Connect With Customers

Practical Tips to Connect With Customers

The Ultimate Guide to Call Centre Agent Performance Dashboards

The Ultimate Guide to Call Centre Agent Performance…

Centrical Introduces a Set of New AI-Driven Features

Centrical Introduces a Set of New AI-Driven Features

What Is WEM?

What Is WEM?

How to Take Your Performance Management to the Next Level

How to Take Your Performance Management to the Next Level

Recorded Webinar: Boosting Agent and Team Leader Effectiveness in Customer Service

Recorded Webinar: Boosting Agent and Team Leader…

Contact Centre Gamification – All You Need to Know

Contact Centre Gamification – All You Need to Know

Latest Trends in Technology, Metrics, and Channel Choice

Latest Trends in Technology, Metrics, and Channel Choice

Game On! 12 Use Cases for Gamification

Game On! 12 Use Cases for Gamification

Reducing Contact Centre Attrition: Best Practices and Strategies

Reducing Contact Centre Attrition: Best Practices and…

Centrical

Centrical

7 Strategies for Improving Call Centre Average Handle Time

7 Strategies for Improving Call Centre Average Handle Time

What Not to Miss at Call & Contact Centre Expo 2023

What Not to Miss at Call & Contact Centre Expo 2023

The 2024 Guide to Contact Centre Capacity Planning

The 2024 Guide to Contact Centre Capacity Planning

The 7 Quality Tools in BPO

The 7 Quality Tools in BPO

Mastering Call Centre Coaching – Best Practices and Strategies

Mastering Call Centre Coaching – Best Practices…

The Role of ChatGPT in Call Centres

The Role of ChatGPT in Call Centres

Attrition in BPO: A Deep Dive Into Employee Turnover

Attrition in BPO: A Deep Dive Into Employee Turnover

Demystifying SLA in Call Centres: A Comprehensive Guide

Demystifying SLA in Call Centres: A Comprehensive Guide

Contact Centre Trends to Watch in 2025: A Transformative Year Ahead

Contact Centre Trends to Watch in 2025: A Transformative…

CRM Gamification: Everything You Need to Know 

CRM Gamification: Everything You Need to Know 

A Third of Callers Too Impatient to Wait More Than 1 Minute

A Third of Callers Too Impatient to Wait More Than 1…

14 Essential KPIs to Measure Success and Improve CX

14 Essential KPIs to Measure Success and Improve CX

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Top Stories

How to Deal with That Awkward Agent

7 Ways You’re Punishing Your Best Agents Right Now

Is Flexible Working a Dying Perk in the Contact Centre?

Latest News

8×8 Enters a Strategic Partnership With ULAP

Talkdesk Secures Top Spots in G2 Fall 2025 Reports

Resources

Guide: The QA Manager’s 7-Step Guide to Survive Black Friday

Research: The Future of AI-Powered Experiences

Upcoming Events

9th October 2025

Why Waiting for Reports is Killing Your CX (and How AI Fixes It) – Webinar

24th September 2025

From Insight to Impact: The Next Era of CX and AI Leadership – Webinar

Latest Blogs

How To Forward a Voicemail on Any Device

What is Sentiment Analysis, and How Can it Improve CX?

Featured Webinars

Webinar: Balancing Efficiency with Empathy in Customer Service

Webinar: Boosting Customer Satisfaction in Contact Centres

Webinar: Responsible AI in Customer Interactions – Compliance Without Compromise