Nick Brook - Call Centre Helper

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Nick Brook

Nick Brook, Senior WFM Consultant / Project Manager, Calabrio

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Recent Articles Most Viewed Articles

10 Tips, Tools, and Techniques for Enhancing Intraday Management

10 Tips, Tools, and Techniques for Enhancing Intraday…

Tips, Tools, and Techniques for Contact Centre Forecasting

Tips, Tools, and Techniques for Contact Centre Forecasting

How to Motivate Staff and Drive Employee Engagement

How to Motivate Staff and Drive Employee Engagement

All You Need to Know About Creating Flexible Teams

All You Need to Know About Creating Flexible Teams

How to Improve Contact Centre Response Time

How to Improve Contact Centre Response Time

The Top Scheduling Challenges and How to Fix Them

The Top Scheduling Challenges and How to Fix Them

How to Build Flexible Schedules in the Contact Centre

How to Build Flexible Schedules in the Contact Centre

12 Shift-Planning Techniques

12 Shift-Planning Techniques

Have IVRs Had Their Day?

Key Questions to Help You Decide What to Automate

How Can Resource Planners Help Reduce Frontline Stress?

8×8 Wins Four Stevie Awards for Technology and Service

Content Guru Wins Two Cloud Excellence Awards

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

CX Landscape Report 2026

Upcoming Events

29th September 2026

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

29th September 2026

2026 QATC Annual Conference

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

Low-Code Use Cases With Real-World Examples

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?