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
Contact Centre Predictions for 2025
From Chaos to Control! Why Contact Centres Are Prioritizing WFM Solutions
Building a Customer Experience Audit
New Ways to Empower Agents
Top Tactics to Improve First Contact Resolution (FCR)
15 Proven Tactics to Reduce Abandon Rate
Stay Ahead in QA and Call Recording
What’s Happening With Forecasting Right Now?
Create a “Win–Win” Self-Service Strategy
Top Contact Centre Predictions for 2026
Where Are Contact Centres REALLY Seeing AI Success?
Master Seasonal Service Levels – Just Like This!
17 Signs Your Contact Centre Technology Is Ageing Badly
Key Signs of Broken Processes (and How to Fix Them)
13 Things Every Contact Centre Advisor Needs to Know
16 Top Uses for Cloud Contact Centre Technology
Editor's Pick
New Ways to Boost First Contact Resolution (FCR)
Tried and Tested Techniques to Make Customers Feel Special
Are Your KPIs in Desperate Need of a Refresh?
Stop Your Agents Covering Up Their Mistakes