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A wide selection of easy to digest video content from Call Centre Helper.
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Getting Started With Forecasting
How to Choose Which Calls to Evaluate
If It’s a Forecast – It’s Wrong
Using Personas in Customer Journey Mapping
Top Tips to Optimize Occupancy and Utilization
The Erlang C Formula
What Is the Difference Between WFM, WFO and WEM?
The Difference Between ChatGPT, LLMs, and Generative AI
Agent Statements for Supporting Bereaved Customers
How to Calculate ‘Not Ready’ Rate
How to Improve Forecast Accuracy
4 Examples of Customer Service Empathy Statements
Inspire Agents to Improve Their Performance
What Is the Difference Between WFM and WFO?
Five Steps to Map Customer Journeys
Self-Service and Why Contact Centres Should Offer It
What Is Call Centre Agent Burnout and What Are the Signs?
What is Speech Analytics?
Call Centre Reward and Recognition
Maximum Occupancy – The Most Common Resource Planning Mistake
What Is Customer Analytics?
Getting EPIC Customer Service Right
At What Point Should You Move From Spreadsheets to WFM?
How Does an IVR Work?
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