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 - Lisa Orford
Lisa Orford is VP Product for Contact Centre at 8×8
Connect with Lisa on LinkedIn
RECENT
POPULAR
Create a “Win–Win” Self-Service Strategy
What’s Happening With Forecasting Right Now?
Stay Ahead in QA and Call Recording
15 Proven Tactics to Reduce Abandon Rate
Top Tactics to Improve First Contact Resolution (FCR)
New Ways to Empower Agents in 2025
From Chaos to Control! Why Contact Centres Are Prioritizing WFM Solutions
Contact Centre Predictions for 2025
Master Seasonal Service Levels – Just Like This!
Key Signs of Broken Processes (and How to Fix Them)
17 Signs Your Contact Centre Technology Is Ageing Badly
Building a Customer Experience Audit
Editor's Pick
Which Soft Skills Do CX Leaders Really Need?
7 Ways You’re Punishing Your Best Agents Right Now
What’s Really Ruining Empathy in Customer Service?
Stop Driving Up Your Sickness Levels!
Latest Resources
eBook: The Ultimate Guide to Creating an Effective Omnichannel Customer Experience
IDC MarketScape for European CCaaS
Upcoming Events
Reducing Agent Attrition: Coaching & Feedback That Works – Webinar
Unwrapping Contact Centre Insights with Sabio – Webinar
Latest Blogs
What’s Next for AI in Business?
12 Takeaways to Improve Self-Service Adoption
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
