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…

8 Ways AI Is Already Changing WFM for the Better

How to Keep Your Promises to Customers

Can You Afford to Ignore Shadow Knowledge?

Xander Freeman Shares Latest Call Centre Helper Research on Zoom Podcast

8×8 Names Jamie Snaddon and Nerea Gandarias in New Roles

eBook: EU Data Sovereignty for the Contact Centre

Demo: Smarter Self-Service Powered by AI and Built to Learn from Every Interaction

Upcoming Events

14th October 2026

Unified Communications Expo (UCX) London 2026

18th October 2026

Customer Contact West 2026

Reversing the Sprawl…And Why More Isn’t Always Better

How to Fix The Most Common WFM Planning Mistakes

Upcoming Webinars

Webinar: How to Turn Customer Feedback into Action

Webinar: Should Voice Agents Replace IVRs?

Webinar: Are These Adoption Mistakes Derailing Your AI Strategy?