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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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Live Workshop: A Blueprint for Future-Ready Contact Center Teams

Live Workshop: A Blueprint for Future-Ready Contact…

2025 Autumn: #RaisingStandards

2025 Autumn: #RaisingStandards

What Not to Miss at Customer Contact Week Las Vegas 2025

What Not to Miss at Customer Contact Week Las Vegas 2025

Five AI Use Cases for Agent Training

Five AI Use Cases for Agent Training

Top Tactics to Improve First Contact Resolution (FCR)

Top Tactics to Improve First Contact Resolution (FCR)

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

New Ways to Empower Agents in 2025

New Ways to Empower Agents in 2025

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

Recorded Webinar: Boosting Agent and Team Leader…

Movers and Shakers March 2025

Movers and Shakers March 2025

Play to Win! 10 Steps to Gamify Your Contact Centre

Play to Win! 10 Steps to Gamify Your Contact Centre

Quick Wins to Improve Your C-Sat Scores

Quick Wins to Improve Your C-Sat Scores

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

Contact Centre Trends to Watch in 2025: A Transformative…

Behind the Scenes at Ocado – 21 Simply Soup-erb Ideas

Behind the Scenes at Ocado – 21 Simply Soup-erb Ideas

Centrical Launches New AI Solution to Improve Management Efficiency

Centrical Launches New AI Solution to Improve Management…

Latest Trends in Technology, Metrics, and Channel Choice

Latest Trends in Technology, Metrics, and Channel Choice

5 Low-Lift, High-Impact AI Use Cases to Implement Now

5 Low-Lift, High-Impact AI Use Cases to Implement Now

The 2024 Guide to Contact Centre Capacity Planning

The 2024 Guide to Contact Centre Capacity Planning

Industry Stepping Up With Wellbeing and DE&I Strategies

Industry Stepping Up With Wellbeing and DE&I…

Contact Centre Automation: How to Boost Efficiency

Contact Centre Automation: How to Boost Efficiency

Research Insights – Where Are Contact Centres on Their AI Journey?

Research Insights – Where Are Contact Centres on…

5 Benefits of Call Centre Speech Analytics

5 Benefits of Call Centre Speech Analytics

How to Use Workforce Management in Contact Centres

How to Use Workforce Management in Contact Centres

When “White Lotus” Meets CX, or the Future of EX

When “White Lotus” Meets CX, or the Future of EX

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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