Expert Insights

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Jacqui Turner
Podcast – How to Inspire Your Team Leaders to Get More From Their Advisors
Kim Ellis
Podcast – The Essential Customer Service Skills and How to Develop Them
Martin Jukes
Podcast – What Will a Good Call Centre Advisor Look Like in Ten Years
Leslie O'Flahavan
Podcast – Customer Service Writing: How to Get More from Your Emails and Chats
John Casey
Podcast – WFM Tricks That Will Get You Through Busy Periods
Jo Hale
Podcast – Top Contact Centre Problems and How To Solve Them
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3 Customer Experience Trends That Will Take Centre Stage
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How to Better Capture Voice of the Customer Feedback
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The Phonetic Alphabet and How it Improves Customer Service
The contact centre podcast cover art for Sandra Thompson, on 'customer experience, the new thinking for delighting your customers'
Podcast – Customer Experience: The New Thinking for Delighting Your Customers
Morris Pentel, A customer experience expert, talks on the contact centre podcast on 'is it time to rethink your call centre metrics?'
Podcast: Is It Time to Rethink Your Call Centre Metrics?
A group sits around a table with graphs on the wall behind
25 Tips for Effective Data Visualisation
A photo for the Contact Centre Podcast
Podcast – Employee Engagement: Thinking Beyond Happy Employees Make Happy Customers
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14 Funny Customer Service Stories That Will Make You Chuckle
The contact centre podcast cover art for Nick Drake Knight's discussion on 'contact centre coaching: How to sustain learning and make it fun!'
Podcast – Contact Centre Coaching: How to Sustain Learning and Make it Fun!
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What Is CSAT? Definition, How to Measure CSAT, and Tips From Experts
The contact centre podcast cover art for Martin Teasdale's discussion on 'How to extract more value from your contact centre quality programme'
Podcast: How to Extract More Value From Your Contact Centre Quality programme
The contact centre podcast cover art for Peter Massey's discussion on 'how can we increase customer engagement by doing less?'
Podcast: How can We Increase Customer Engagement by Doing Less
A graphic of a person holding their hand up to their ear, with digital symbols around them
Q&A With Product Designers About the Value of Listening to Customers
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Digital Transformation: Why Your Business Needs to Embrace the Cloud
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Social Engineering and Fraud in the Contact Centre
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25 Ways to Improve Your Customer Satisfaction Surveys
How Speech Analytics Can Benefit Your Voice Channel
Podcast: Channel Shift: How can we safely move customers from one channel to another?
 
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