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Articles - Dave Vernon

Dave Vernon, The Forum

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Contact Centre Predictions for 2025

One big idea versus many small ideas with light bulbs

The Power of One

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20 Great Ways to Drive Down Customer Complaints

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Recorded Webinar: How to Build Flexibility into Call Centre Schedules

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How to Nail Your Outbound Strategy

Outbound Dialling Using Answer Machine Detection: Banned or Not?

Video Image: Avoiding the Fairness Trap When Creating Schedules

How to Avoid the Fairness Trap When Creating Schedules

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Editor's Pick

Thumbnail Which Soft Skills Do CX Leaders Really Need?

Which Soft Skills Do CX Leaders Really Need?

Thumbnail 7 Ways You’re Punishing Your Best Agents Right Now

7 Ways You’re Punishing Your Best Agents Right Now

Thumbnail What’s Really Ruining Empathy in Customer Service?

What’s Really Ruining Empathy in Customer Service?

Thumbnail Stop Driving Up Your Sickness Levels!

Stop Driving Up Your Sickness Levels!

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