EBOOK

The Contact Center Leader’s Guide to Conversation Intelligence

The New Rules of High-Impact CX

What does effective CX actually look like in contact centers today?

This guide distils expert insight from hands-on contact center leaders and industry specialists with a front-row seat to the evolving CX landscape.

Inside, you’ll find considerations and informed perspectives on…

How AI and human empathy work together
The evolving role of modern QA
How to measure the metrics that matter
Why scalable coaching is now within reach

And much more. Download your guide and see how you can be driving even better CX.

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What to expect

Get expert insight at the tip of your fingers. Our guide includes articles from leading minds, including:

Sandra Thompson, empathy expert
Jaime Scott, CEO at evaluagent
Callan Schebella, Former VP at Five9
Sophie Cotton, Chief Commercial Officer at Newstel Worldwide
Nerys Corfield, leading contact center consultant
Martin Teasdale, Founder of the Team Leader Community

Ideal if you’re looking for inspiration on different aspects of your customer experience strategy.

Register for the Contact Center Performance Summit 2026

Want more expert insights like this? Join us for our annual autumn Summit! It’s free to attend, completely virtual, and puts you in touch with industry-leading experts.

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