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 - Ed Creasey
Ed Creasey, VP of Solution Engineering, Calabrio
Connect with Ed on LinkedIn
RECENT
POPULAR
10 New Ways Tech Is Helping Agents Right Now
New Ways to Empower Agents in 2025
Contact Centre Predictions for 2025
Global Research Reveals 3 Ways to Make UK Agents More Impactful
The Top 20 Webinars
The Key Steps to Customer Engagement Transformation
How to Improve Customer Satisfaction
How to Deal With Frustrated Customers – And Make Them Happy
Next Generation Employees Will Thrive in Contact Centres
16 New-Age Ideas for Inspiring a Young Workforce of Super-Agents
19 Intelligent Ideas to Improve Employee Experience
A Checklist for Implementing… Speech Analytics
Dealing With COVID-Fatigue in the Contact Centre
How Can Customer Service Managers Boost Their Customer Experience Skills?
Look Forward Not Back: 4 Ways to Future-Proof Your Contact Centre
22 Contact Centre Cost Saving Ideas
20 Contact Centre Objectives
13 Things Every Contact Centre Advisor Needs to Know
23 Contact Centre Predictions for 2019
16 Things Your Contact Centre Might Be Getting Wrong
20 Things Advisors Can Do to Improve the Customer Experience
30 Tips to Improve Your Call Quality Monitoring
Best-Practice Ideas for Improving Performance
18 Ways to Make Your Customers’ Lives Easier
Editor's Pick
How to Deal With That Awkward Agent
10 Ways to Give New Recruits an Amazing Welcome
How to Encourage Your Teams Back to the Office
Make Fridays More Fun in Your Contact Centre
Latest Resources
White Paper: The Business Value for Agentic AI in CX
The Definitive CCaaS Buyers’ Guide 2026
Upcoming Events
How to Cut Churn, Boost NPS, and Prep for Black Friday – Webinar
World AI Summit 2025
Latest Blogs
Want to get Agentic AI-Ready? Start With a Customer Data Platform
What Is Multi-Agent Orchestration? An Overview
Featured Articles
Welcome Calls: A Simple Way to Increase Customer Satisfaction
15 Clarifying Questions For Customer Service
When Is It OK to Hang-Up on a Customer?
How to Setup a Call Centre from Scratch – The Checklist
Popular Pages
The Top 25 Positive Words and Phrases for Customer Service
The Top 50 Words to Describe Yourself on Your CV in 2025
Contact Centre Dashboard Excel Template – FREE Download
The Phonetic Alphabet and How it Improves Customer Service