Neil Draycott Archives - Call Centre Helper

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Neil Draycott

Neil Draycott, Head Of Solutions & Architecture CX, Business Systems

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Recent Articles Most Viewed Articles

Which KPIs Do I Need for Contact Centre WFM?

Which KPIs Do I Need for Contact Centre WFM?

14 Best Practices for Maximizing Your Service Level

14 Best Practices for Maximizing Your Service Level

Remote Staff Engagement: 9 Strategies to Make Your Team Smile

Remote Staff Engagement: 9 Strategies to Make Your Team…

29 Mistakes That Your Contact Centre Might Be Making

29 Mistakes That Your Contact Centre Might Be Making

17 Top Tips for Multichannel Customer Service

17 Top Tips for Multichannel Customer Service

17 New Ways to Improve Schedule Adherence in the Contact Centre

17 New Ways to Improve Schedule Adherence in the Contact…

13 Things Every Contact Centre Advisor Needs to Know

13 Things Every Contact Centre Advisor Needs to Know

Dealing With COVID-Fatigue in the Contact Centre

Dealing With COVID-Fatigue in the Contact Centre

The Biggest Problems Facing Contact Centres Today

The Biggest Problems Facing Contact Centres Today

20 Demand Planning Techniques for Your Call Centre

20 Demand Planning Techniques for Your Call Centre

What to Look for in WFM Software

What to Look for in WFM Software

16 New-Age Ideas for Inspiring a Young Workforce of Super-Agents

16 New-Age Ideas for Inspiring a Young Workforce of…

How Can I Improve the Productivity of Gen Z and Millennial Advisors?

How Can I Improve the Productivity of Gen Z and…

How Can Resource Planners Help Reduce Frontline Stress?

10 Steps to a Better CX Ambassador Programme

What to Do With an Agent Who’s Suddenly Lost Their Confidence

Just 23% Optimise Automation With CX Insights, CallMiner Report Finds

Vonage Named Major Provider in Emerging ICX Category

Report: Frost Radar for EMEA Customer Experience Platforms 2026

The 2026 UK Contact Centre Conduct Risk Report

Upcoming Events

22nd September 2026

Streamlined Processes and Adaptive Workflows for Superior Results – Webinar

24th September 2026

CX Excellence Masterclass: Explore the Link Between QA and CX

Are Contact Centres Creating Their Own Vulnerable Customer Failures?

AI Minutes, Tokens, or Outcomes? Rethink What You’re Actually Paying For

Upcoming Webinars

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

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

Webinar: How to Turn Customer Feedback into Action