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Articles - Bertrand Deroubaix

Bertrand Deroubaix is the Risks, Quality & Security Director at Odigo

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2024 Contact Centre Predictions

Expert Predictions: What Will 2024 Bring for Contact Centres?

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Thumbnail The Essential Guide to WFM – Key Features to Look For

The Essential Guide to WFM – Key Features to Look For

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21 Amazing Habits to Foster in Your Frontline Agents

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How to Develop Empathy as a Skill in Your Frontline Teams

Thumbnail Tackle the 3 A’s – Absence, Agent Burnout, and Attrition

Tackle the 3 A’s – Absence, Agent Burnout, and Attrition

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Report: Generative AI Essentials for CX Leaders

Report: Generative AI Essentials for CX Leaders

White Paper: Future-Proof Your Contact Center for the Next Generation of Retail CX

White Paper: Future-Proof Your Contact Center for the Next Generation of Retail CX

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Predicting the Future of the Contact Centre: The Conscious Contact Centre as a Service CCCaaS

Featured Articles

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The Key Elements of a CX Lifecycle and Ways to Improve It

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21 Ways to Say “I’m Sorry” and Apologize to a Customer for Bad Service

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What is Attrition Rate and How to Calculate It

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The Top 10 Call-Closing Statement Examples

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The Ultimate List of Positive Words, Phrases, and Sentences to Brighten Your Customer’s Day

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The Top 50 Words to Describe Yourself on Your CV in 2024

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Contact Centre Dashboard Excel Template

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Alpha, Bravo, Charlie… What is the Phonetic Alphabet and How Does it Improve Call Centre Service?

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