Dean Couchman - Call Centre Helper

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Dean Couchman

Dean Couchman, Consulting Lead for the UK at Peopleware.

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Recent Articles Most Viewed Articles

Improving Abandon Rate – From Wait Time to Win Time

Improving Abandon Rate – From Wait Time to Win Time

15 Proven Tactics to Reduce Abandon Rate

15 Proven Tactics to Reduce Abandon Rate

Post COVID-19 – Finding the New Normal

Post COVID-19 – Finding the New Normal

Recorded Webinar: Master-Class in Resource Planning

Recorded Webinar: Master-Class in Resource Planning

Recorded Webinar: Best Practices in Workforce Management

Recorded Webinar: Best Practices in Workforce Management

Recorded Webinar: Forecasting Masterclass

Recorded Webinar: Forecasting Masterclass

Recorded Webinar: Seven Strategies to Improve Adherence and Attendance

Recorded Webinar: Seven Strategies to Improve Adherence…

Recorded Webinar: Top 5 Workforce Management Myths

Recorded Webinar: Top 5 Workforce Management Myths

Recorded Webinar: Forecasting and Planning a Multi-Skilled Workforce

Recorded Webinar: Forecasting and Planning a…

How to Manage Agent Workarounds and Shortcuts

Have IVRs Had Their Day?

Key Questions to Help You Decide What to Automate

8×8 Wins Four Stevie Awards for Technology and Service

Content Guru Wins Two Cloud Excellence Awards

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

Customer Satisfaction Survey Best Practices: A Complete Guide

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

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?