Articles - Nerys Corfield

Nerys Corfield, Director of Injection Consulting Limited

Nerys Corfield has over a quarter-century of hands-on experience in the world of contact centres – whether it’s running them, scrutinising their operations, or judging their performance – and has developed a keen understanding of what truly drives their success.

Connect with Nerys on LinkedIn

Build Rapport on the Phone for Success
How to Build Rapport on the Phone – With Examples
What Should You Name Your Contact Centre
What Should You Name Your Call Centre?
A picture of a talkative cartoon
How to Deal With a Talkative Customer
A picture of what FCR stands for
First Contact Resolution? – Definition, Formula and Best Practices
How to Calculate Productivity in the Contact Centre
Person laughing and feeling happy while working at a call centre
21 Amazing Habits to Foster in Your Frontline Agents
City lights on world map. Europe. Elements of this image are furnished by NASA
Gartner’s Magic Quadrant – Where Are All the European Players?
Video Image: Employee Engagement – 10 Experts Share Their Favourite Advice
10 Expert Tips for Employee Engagement
A photo of an inaccurate forecast
10 Quick Fixes to Deal With Increased Call Volumes (Updated!)
Choice of yes or no with speech bubble
Should Contact Centres Call Time on Meta’s Social Media Apps?
A picture of cubes representing different social media platforms
How to Provide Great Social Customer Service
Unite concept with hands together
How to Unite Your QA and Frontline Teams
Arrow up and growing graph; Performance improvement concept
5 Ways to Boost Team Performance
Is AI the “Silver Bullet” We’ve All Been Waiting For?
Is AI the “Silver Bullet” We’ve All Been Waiting For?
fish jumping bowl
Top 10 Tips for Exceeding Customer Expectations
Contact Centre As A Service CCaaS written on technical support background
What Is Contact Centre as a Service (CCaaS)?
Video Image: Quality Assurance – 10 Experts Share Their Favourite Advice
10 Expert Tips for Quality Assurance (QA)
Evolution concept with CCaaS 2024 provider icons
Evolution of CCaaS – What’s Next?
Video Image: Call Centre Coaching – 10 Experts Share Their Favourite Advice
10 Expert Tips for Call Centre Coaching
How to Stop Advisors Rushing Through Calls at the End of Their Shifts
five9-reimagining-cx-in-2025-box-recording
Recorded Webinar: Reimagining CX in 2025 and Beyond
Person balancing in centre of scales with happy and sad faces on either end
18 Bad Habits That Kill CX
Video Image: Remote Working – 10 Experts Share Their Favourite Advice
10 Expert Tips for Remote Working
Video Image: Call Centre Metrics – 10 Experts Share Their Favourite Advice
10 Expert Tips for Call Centre Metrics