Translate
Menu
Home
Articles +
Articles
Hints and Tips
Customer Experience
Service Strategy
Management
Skills
WFM
Quality
Technology +
Technology
Tech
WFM
AI
Analytics
CCaaS
Knowledge Management
Voice of Customer
Webinars +
Webinars
Webinars
Recorded Webinars
Insights +
Insights
Expert Insights
Blogs
Latest News
Events
Case Studies
Videos
LinkedIn Community
Resources +
Resources
Reports
Research
Erlang Calculator
Directory
Recorded Webinars
Newsletter
Tools +
Tools
Erlang Calculator
Forecasting
Excel Calculator
Free Downloads
Call Monitoring Form
Jargon
Events +
Events
Events
Webinars
Recorded Webinars
Videos
Advertise +
Advertise
Advertise
Media Pack
About Us
Articles - David Ford
David Ford, Former CEO, Magnetic North
Connect with David on LinkedIn
RECENT
POPULAR
What Is the Best Way to Measure First Contact Resolution?
43 Things You Should NOT Do With Your IVR Messages
The Future of Voice in the Contact Centre
What to Look for When Buying… A WFM Solution
An Introduction to… Using Outbound Text Messages for Customer Service
How Do I… Remove Average Handling Time (AHT) as an Agent Target?
How Do I… Integrate my Back Office into the Contact Centre?
How Will the Internet of Things Change the Contact Centre?
Are You Making These Classic Outbound Dialling Mistakes?
What to Look for When Buying… A Cloud-Based Contact Centre Solution
What to Look for When Buying… A Performance Management Solution
What to Look for When Buying… A Call Recording Solution
Trade Secrets: How to Get the Best out of Your ACD
Keeping the raindrops in: Your guide to security in the cloud
How Can Technology… Make Life Easier for My Customers?
How Do I.. Capture the Voice of the Customer?
The Best Ways to Handle Customer Feedback
The Hidden Gems of Call Recording
What’s Next With… Multichannel?
25 Ways Technology Can … Increase Agent Productivity
Worst Mistakes to Avoid… Mapping the Customer Journey
What Is a CRM System and How Can It Improve Contact Centre Performance?
How Do I… Create a ‘Channel of Choice’ Experience?
Editor's Pick
How to Use Stretch Targets Well in QA
7 Simple Mistakes That Hurt Contact Centre Morale
How to Make After-Call Work More Efficient – Without AI
How Worcester Bosch Keep Their NPS Above 80
Latest Resources
Guide: Optimizing AI in the Modern Contact Center
eBook: How to Build an AI-Ready Operation That Delivers Outcomes
Upcoming Events
Zoom CX EMEA Summit 2026
DemoNow: Connected Customer Engagement with Tendfor Across Voice and Chat
Latest Blogs
How to Prove Voice AI ROI Without Over Promising
Why Scaling Starts With Understanding, Not Efficiency
Featured Articles
How to Develop Psychological Safety in the Contact Centre
How to Rethink Agent Mental Health
Easy Ways to Make Your Contact Centre More Charitable
Ways to Make Working in a Contact Centre Fun
Popular Pages
The Top 25 Positive Words and Phrases for Customer Service
The Top 50 Words to Describe Yourself on Your CV in 2026
Contact Centre Dashboard Excel Template – FREE Download
The Phonetic Alphabet and How it Improves Customer Service
