Dougie Cameron Archives - Call Centre Helper

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Dougie Cameron

Dougie Cameron specialises in multi-site operations leadership, customer experience transformation, strategic planning, outsourcing strategy, workforce planning and more.

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What is Call Centre Shrinkage and How to Calculate It?

What is Call Centre Shrinkage and How to Calculate It?

Workforce Management Guide

Workforce Management Guide

What Does Good Customer Service Look Like?

What Does Good Customer Service Look Like?

How to Handle Escalation Calls

How to Handle Escalation Calls

Workforce Planning: 20 Fundamental Rules

Workforce Planning: 20 Fundamental Rules

10 Ways to Reduce New Employee Attrition

10 Ways to Reduce New Employee Attrition

Workforce Optimisation: 11 Ways to Improve Your Contact Centre Schedules

Workforce Optimisation: 11 Ways to Improve Your Contact…

7 Simple Strategies to Increase Staff Motivation In the Contact Centre

7 Simple Strategies to Increase Staff Motivation In the…

Should Advisors Be Allowed to Eat at Their Desks?

Should Advisors Be Allowed to Eat at Their Desks?

How to Avoid Schedule Dissatisfaction

How to Avoid Schedule Dissatisfaction

10 Ways to Control Contact Centre Attrition

10 Ways to Control Contact Centre Attrition

How to Calculate Customer Profitability

How to Calculate Customer Profitability

What Is Attrition?

What Is Attrition?

Why Queuing Isn’t Just About the Numbers

Why Queuing Isn’t Just About the Numbers

Why the Boss is the Weakest Link in the Contact Centre

Why the Boss is the Weakest Link in the Contact Centre

Recorded Webinar: How to Measure Employee Engagement

Recorded Webinar: How to Measure Employee Engagement

Recorded Webinar: Latest Trends in Performance Management and Quality

Recorded Webinar: Latest Trends in Performance…

Recorded Webinar: Let’s Chat… About Forecasting

Recorded Webinar: Let’s Chat… About…

What to Do With an Agent Who’s Suddenly Lost Their Confidence

10 Sure-Fire Ways to Undermine Compliance

The Do’s and Don’ts of Implementing Analytics

Just 23% Optimise Automation With CX Insights, CallMiner Report Finds

Vonage Named Major Provider in Emerging ICX Category

See What Contact Centre AI Can Really Do

Claim Your Free AutoQA POC

Upcoming Events

15th September 2026

CX Connect Europe

16th September 2026

Under Scrutiny: AI, Human Judgement and the Future of Complaint Resolution – Webinar

Auto QA Is Live: Every Call Scored, Every Score Evidenced

When Customers Can’t Tell It’s AI, QA Can’t Be an Afterthought

Upcoming Webinars

Webinar: Are You Wasting Your CX Data’s Potential?

Webinar: How to Tackle the Biggest Barriers to Quality Assurance (QA)

Webinar: How to Turn Customer Feedback into Action