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 - Dean Couchman
Dean Couchman, Consulting Lead for the UK at Peopleware.
Connect with Dean on LinkedIn
RECENT
POPULAR
Improving Abandon Rate – From Wait Time to Win Time
15 Proven Tactics to Reduce Abandon Rate
Post COVID-19 – Finding the New Normal
Recorded Webinar: Master-Class in Resource Planning
Recorded Webinar: Best Practices in Workforce Management
Recorded Webinar: Forecasting Masterclass
Recorded Webinar: Seven Strategies to Improve Adherence and Attendance
Recorded Webinar: Top 5 Workforce Management Myths
Recorded Webinar: Forecasting and Planning a Multi-Skilled Workforce
Editor's Pick
Do Your Agents Really Know What “Good” Looks Like?
7 Ways to Help Your Agents Embrace Change
What’s Really Holding CX Team Leaders Back?
Is AI the Biggest Career Opportunity Agents Have Ever Had?
Latest Resources
Guide: Break the Customer and Agent Burnout Loop
White Paper: Introducing Agentic Experience Orchestration
Upcoming Events
AI Lessons From Today, Insights for Tomorrow – Webinar
Customer Connect Expo
Latest Blogs
51% of Contact Centre Leaders Struggle With Development
5 Signs Your Change Initiative Might Be Losing Momentum
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
