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A wide selection of easy to digest video content from Call Centre Helper.
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Key Steps to Map Customer Journeys
The Different Types of Dialler Explained
Understanding Customer Experience (CX)
Emotional Motivators and Their Impact
How to Use Personas in Customer Journey Mapping
Finding the Right Balance in Workforce Flexibility
An Introduction to The CX Chain
How to Avoid the Fairness Trap When Creating Schedules
Key Steps to Design for Sentiment
How to Decide Who Should Record IVR Messages
Defining a Customer Experience (CX) Code
Two Types of Team Player
The Difference Between WFM, WFO and WEM
A Quick Introduction to Typical IVR Solutions
Understanding Sentiment Analysis
The Erlang C Formula
WFM Tools That Are Available
Understanding How IVR Works
Top Uses of Speech Analytics
The Algorithms Behind Chatbots
Understanding the Difference Between WFM and WFO
A Quick Introduction to Interactive Voice Response (IVR)
Understanding Customer Analytics
When to Move from Spreadsheets to WFM
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