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Jonathan Mckenzie

Jonathan Mckenzie
Sr. Contact Center Product Manager

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Can AI Really Handle Customer Complaints?

Can AI Really Handle Customer Complaints?

What Are Intelligent Contact Centres Doing Right Now?

What Are Intelligent Contact Centres Doing Right Now?

F*** This! How to Make Sure Your Chatbots Don’t Swear at Customers

F*** This! How to Make Sure Your Chatbots Don’t…

Our Top Use Cases for AI in Customer Service

Our Top Use Cases for AI in Customer Service

How to Measure Chatbot Performance

How to Measure Chatbot Performance

Are Chatbots the Tech We All Love to Hate?

Are Chatbots the Tech We All Love to Hate?

Is ChatGPT Really Suitable for Contact Centres Right Now?

Is ChatGPT Really Suitable for Contact Centres Right Now?

How Does AI Deliver Outstanding Customer Experience?

How Does AI Deliver Outstanding Customer Experience?

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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