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Mike Murphy

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The Top 20 Webinars

The Top 20 Webinars

How to Reduce Hold Time in Your Contact Centre

How to Reduce Hold Time in Your Contact Centre

How To Deal With Vulnerable Customers

How To Deal With Vulnerable Customers

What Is an Acceptable Call Centre Waiting Time?

What Is an Acceptable Call Centre Waiting Time?

Contact Centre Metrics: Are You Measuring the Right Things?

Contact Centre Metrics: Are You Measuring the Right…

Maintaining a Call Centre Focus: Ten Tips to Preserve High Performance

Maintaining a Call Centre Focus: Ten Tips to Preserve…

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Top Stories

How to Manage Agent Workarounds and Shortcuts

Have IVRs Had Their Day?

Key Questions to Help You Decide What to Automate

Latest News

8×8 Wins Four Stevie Awards for Technology and Service

Content Guru Wins Two Cloud Excellence Awards

Resources

Customer Operations Case Study Pack

Webinar Replay: Are You Wasting Your CX Data’s Potential?

Upcoming Events

29th September 2026

Deployed Isn’t Done: Turning AI Investment into Customer Outcomes – Webinar

29th September 2026

2026 QATC Annual Conference

Latest Blogs

Customer Satisfaction Survey Best Practices: A Complete Guide

6 AutoQA Mistakes That Derail Your Program Before It’s Even Started

Upcoming Webinars

Webinar: How to Tackle the Biggest Barriers to Quality Assurance (QA)

Webinar: How to Turn Customer Feedback into Action

Webinar: Should Voice Agents Replace IVRs?