Articles - Videos

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A range of articles on various topics which include videos

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A picture of reducing average handling time (AHT)
32 Tips for Reducing Average Handling Time (AHT)
Forecasting basics video cover
Getting Started With Forecasting
A photo of someone choosing an upward facing arrow
20 First Call Resolution Tips (FCR)
If it's a forecast it's wrong video cover
If It’s a Forecast – It’s Wrong
2024 Contact Centre Predictions
Expert Predictions: What Will 2024 Bring for Contact Centres?
Customer Personas written in front of lots of headshots
Using Personas in Customer Journey Mapping
The Erlang C Formula
The Erlang C Formula
Robot hand with the question what is the difference between chatgpt, llms and generative ai
The Difference Between ChatGPT, LLMs, and Generative AI
How to Improve Forecast Accuracy video cover with Chris Dealy
How to Improve Forecast Accuracy
Correlating Quality Assurance and NPS to Drive Shareholder Value
Empathy Statement Examples Video Cover Chris Mounce
4 Examples of Customer Service Empathy Statements
A person raising hand up on sunset sky at beach
Inspire Agents to Improve Their Performance
What is the Difference Between WFM and WFO?
What Is the Difference Between WFM and WFO?
Social media and chat illustration
Get Up To Speed: The Latest on Messaging, Social Media, and Video
Five Steps to Map Customer Journeys
What is Self-Service and Why Should Contact Centres Offer It?
Self-Service and Why Contact Centres Should Offer It
Whole and burnt matches on red background
What Is Call Centre Agent Burnout and What Are the Signs?
What is Speech Analytics
What is Speech Analytics?
Maximum Occupancy the Most Common Resource Planning Mistake
Maximum Occupancy – The Most Common Resource Planning Mistake
What Is Customer Analytics?
Getting EPIC Customer Service Right Video Cover
Getting EPIC Customer Service Right
At what point should you move from spreadsheets to WFM
At What Point Should You Move From Spreadsheets to WFM?
How Does an IVR Work featured image
How Does an IVR Work?
10 Experts Share Their Favourite Advice on... Call Centre Coaching
Call Centre Coaching – 10 Experts Share Their Favourite Advice
 
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