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Dave Vernon

Dave Vernon, The Forum

Recent Articles Most Viewed Articles
How to Nail Your Outbound Strategy

How to Nail Your Outbound Strategy

Contact Centre Predictions for 2025

Contact Centre Predictions for 2025

32 Tips for Building Flexibility Into Contact Centre Schedules

32 Tips for Building Flexibility Into Contact Centre…

How to Avoid the Fairness Trap When Creating Schedules

How to Avoid the Fairness Trap When Creating Schedules

Recorded Webinar: How to Build Flexibility into Call Centre Schedules

Recorded Webinar: How to Build Flexibility into Call…

18 Goodwill Gestures to Build Better Employee Relationships

18 Goodwill Gestures to Build Better Employee…

The Biggest Problems Facing Contact Centres Today

The Biggest Problems Facing Contact Centres Today

20 Demand Planning Techniques for Your Call Centre

20 Demand Planning Techniques for Your Call Centre

20 Great Ways to Drive Down Customer Complaints

20 Great Ways to Drive Down Customer Complaints

Super-Agents: The Top Ten Qualities of Great Contact Centre Agents

Super-Agents: The Top Ten Qualities of Great Contact…

The Power of One

The Power of One

Reducing outbound calls (from a customer perspective)

Reducing outbound calls (from a customer perspective)

Outbound Dialling Using Answer Machine Detection: Banned or Not?

Outbound Dialling Using Answer Machine Detection: Banned…

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How to Manage Agent Workarounds and Shortcuts

Have IVRs Had Their Day?

Key Questions to Help You Decide What to Automate

Latest News

8×8 Wins Four Stevie Awards for Technology and Service

Content Guru Wins Two Cloud Excellence Awards

Resources

Customer Operations Case Study Pack

Webinar Replay: Are You Wasting Your CX Data’s Potential?

Upcoming Events

29th September 2026

Deployed Isn’t Done: Turning AI Investment into Customer Outcomes – Webinar

29th September 2026

2026 QATC Annual Conference

Latest Blogs

6 AutoQA Mistakes That Derail Your Program Before It’s Even Started

Low-Code Use Cases With Real-World Examples

Upcoming Webinars

Webinar: How to Tackle the Biggest Barriers to Quality Assurance (QA)

Webinar: How to Turn Customer Feedback into Action

Webinar: Should Voice Agents Replace IVRs?