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
Cheat Sheets
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
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
Stop Making Your Absence Rates Go Up!
10 Quick Wins to Help Agents Recover From a Tough Day
Ways to Reduce Friction Between Agents Working on Different Channels
7 Things Creative Team Leaders Do Better Than the Rest
Latest Resources
eBook: The Hidden Time Killers in Your Call Center
The Inner Circle Guide to Agentic AI
Upcoming Events
The Customer Show
Transforming Engagement With Proactive Insights: The Checkatrade Story – Webinar
Latest Blogs
How Call Centre SaaS Helps SMBs Compete
The Definitive Guide to Customer Experience Automation
Featured Articles
Welcome Calls: A Simple Way to Increase Customer Satisfaction
15 Clarifying Questions For Customer Service
When Is It OK to Hang-Up on a Customer?
How to Setup a Call Centre from Scratch – The Checklist
Popular Pages
The Top 25 Positive Words and Phrases for Customer Service
The Top 50 Words to Describe Yourself on Your CV in 2025
Contact Centre Dashboard Excel Template – FREE Download
The Phonetic Alphabet and How it Improves Customer Service
