Dick Bourke - Call Centre Helper

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Dick Bourke

Dick Bourke is Co-Founder of Scorebuddy.

Connect with Dick on LinkedIn

Recent Articles Most Viewed Articles

20 Contact Centre Objectives

20 Contact Centre Objectives

Defining the Operational Call Centre Quality Assurance Framework

Defining the Operational Call Centre Quality Assurance…

29 Mistakes That Your Contact Centre Might Be Making

29 Mistakes That Your Contact Centre Might Be Making

Is There a Link Between Customer Experience and Profitability?

Is There a Link Between Customer Experience and…

How to Improve Customer Experience Management (CEM)

How to Improve Customer Experience Management (CEM)

13 Things Every Contact Centre Advisor Needs to Know

13 Things Every Contact Centre Advisor Needs to Know

Top 10 Customer Experience KPIs

Top 10 Customer Experience KPIs

10 Tips to Help Call Centre Agents Drive More Sales

10 Tips to Help Call Centre Agents Drive More Sales

7 Simple Tips for Designing Call Centre Agent Incentive Programmes

7 Simple Tips for Designing Call Centre Agent Incentive…

10 Sales Tips Every Call Centre Agent Needs to Know

10 Sales Tips Every Call Centre Agent Needs to Know

Simple Tips for Improving the Customer Experience in the Call Centre

Simple Tips for Improving the Customer Experience in the…

An Introduction to Call Scripting

An Introduction to Call Scripting

8 Ways to Avoid Call Centre Agent Burnout

8 Ways to Avoid Call Centre Agent Burnout

Measuring Customer Experience: Metrics and the Benefits of QA

Measuring Customer Experience: Metrics and the Benefits…

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?