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Articles - Lewis Gallagher

Lewis Gallagher, Senior Solutions Consultant, Netcall

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New Ways to Boost First Contact Resolution (FCR)

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Ways to Boost Customer Loyalty in a Digital World

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Get the Best Out of Your Hybrid Agents

A red note with handwriting BUILD RAPPORT

New Ways to Help Agents Build Rapport

2026 Contact Centre Predictions

Top Contact Centre Predictions for 2026

Create a “Win–Win” Self-Service Strategy

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What’s Happening With Forecasting Right Now?

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Stay Ahead in QA and Call Recording

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How to Nail Your Outbound Strategy

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The Secrets to Scheduling Multiskilled Agents

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What’s Next for Voice of the Customer (VoC)?

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The Return of Voice – AI’s Unlikely Role in Shaping the Future of CX

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Where Do WFM Systems Have the Biggest Impact?

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10 New Ways Tech Is Helping Agents Right Now

Bad Habits That Kill Resource Planning

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How to Maintain High Quality on Self-Service Channels

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Have Wallboards Had Their Day?

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What Are Intelligent Contact Centres Doing Right Now?

Illustration of a computer with person on laptop and calendar and checklists

Top Tips for Digital Channels – Forecasting and Scheduling

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Top Tactics to Improve First Contact Resolution (FCR)

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Are Chatbots the Tech We All Love to Hate?

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10 Game-Changing Ways Emotion Will Shape the Future of CX

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New Ways to Empower Agents

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Can AI Really Handle Customer Complaints?

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Editor's Pick

Thumbnail Tried and Tested Techniques to Make Customers Feel Special

Tried and Tested Techniques to Make Customers Feel Special

Thumbnail Are Your KPIs in Desperate Need of a Refresh?

Are Your KPIs in Desperate Need of a Refresh?

Thumbnail Stop Your Agents Covering Up Their Mistakes

Stop Your Agents Covering Up Their Mistakes

Thumbnail The Real Reasons You’re Failing to Tackle Lateness

The Real Reasons You’re Failing to Tackle Lateness

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Hot Topics : CX - CCaaS - AI - Analytics - WFM

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