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Yasir Bugrara

Yasir Bugrara, Global Director, AI for Contact Centres Platforms, Medallia

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Using Speech Analytics to Improve the Customer Experience

Using Speech Analytics to Improve the Customer Experience

A Checklist for Implementing… Performance Management Tools

A Checklist for Implementing… Performance Management Tools

Unlocking the Value of Contact Centre Data

Unlocking the Value of Contact Centre Data

28 Brilliant Hacks to Improve Contact Centre Efficiency

28 Brilliant Hacks to Improve Contact Centre Efficiency

A Checklist for Implementing… Speech Analytics

A Checklist for Implementing… Speech Analytics

16 Contact Centre Technology Innovations That You Can’t Ignore

16 Contact Centre Technology Innovations That You…

30 Contact Centre Predictions for 2021

30 Contact Centre Predictions for 2021

How Are Customer Expectations Changing and What Does That Mean for Us?

How Are Customer Expectations Changing and What Does…

What to Look for When Buying a Cloud Communications System

What to Look for When Buying a Cloud Communications System

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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?

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Webinar: Balancing Efficiency with Empathy in Customer Service

Webinar: Boosting Customer Satisfaction in Contact Centres

Webinar: Responsible AI in Customer Interactions – Compliance Without Compromise