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Jane Irene Kelly

Business and Technology Writer

How to Deal with Angry Customers: Scripts and Best Practices

Learn how to handle angry customers with proven de-escalation best practices and scripts—plus how AI flags high-risk calls for coaching.

Customer Experience

Customer Interaction Analytics: What It Is and How to Use It

Customer interaction analytics uses AI to turn calls and chats into insights. Learn how contact centers improve CX, coaching, and revenue at scale.

Call Centre Chatbots: Key Uses, Top 8 Picks & How to Choose

Discover how call centre chatbots and SMS agents boost call centre efficiency, CX, and agent productivity.

10 U.S. Insurance Industry Trends to Know in 2026

Learn the insurance marketing trends you should be responding to as you create your strategy for 2026 and beyond.

Performance Marketing

Marketing Efficiency: 9 Tips to Spend Smarter and Boost ROI

Are you facing a squeeze on your marketing budget in the year ahead? Learn our top tips to spend smarter and boost your ROI amid economic headwinds.

Customer Experience

Omnichannel Customer Service: What It Is & Why It Matters

Discover how omnichannel customer service helps brands deliver seamless support at every touchpoint.

Telecommunications

How AI in Telecom Powers Smarter Customer Connections

Discover how AI in telecom enhances customer service, optimises networks, and prevents fraud.

Intelligent Contact Centre: How It Works, Benefits & Key Features

Learn how an intelligent contact centre uses AI to improve CX, boost efficiency, and support agents.

Conversation Intelligence

How to Track Calls and Conversions from Facebook Ads

Learn how to use call tracking Facebook ads data to reach and convert more high-value target customers by using conversation intelligence.