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
Top Contact Centre Predictions for 2026
5 Ways to Boost Team Performance
Turn a Bad Team Leader Into a Good Team Leader
Which Soft Skills Do CX Leaders Really Need?