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 - Mark Walton
Mark Walton, CEO of Sensée
Connect with Mark on LinkedIn
RECENT
POPULAR
23 Key Processes Call Centre Automation Can Simplify
The Dos and Don’ts of Automated Assistants in the Contact Centre
16 New-Age Ideas for Inspiring a Young Workforce of Super-Agents
17 Smart Ways to Refresh Your Homeworking Strategy
16 Contact Centre Technology Innovations That You Can’t Ignore
Editor's Pick
How to Encourage Your Teams Back to the Office
Make Fridays More Fun in Your Contact Centre
How to Support Your Agents Through a Personal Crisis
Key Strategies to Maximize Contact Centre Performance
Latest Resources
The Inner Circle Guide to Agentic AI, sponsored by Genesys
White Paper: Unlock the Full Potential of Your Contact Center with Auto QA
Upcoming Events
The UK National Contact Centre Conference
Unified Communications Expo (UCX)
Latest Blogs
What Is Sentiment Analysis, and How Can It Improve CX?
Realizing CX Outcomes Across Your Tech Stack
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
