Nick Brook - Call Centre Helper

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Nick Brook

Nick Brook, Senior WFM Consultant / Project Manager, Calabrio

Connect with Nick on LinkedIn

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

How to Keep Your Promises to Customers

Can You Afford to Ignore Shadow Knowledge?

13 CXA Mistakes Every Contact Centre Leader Should Avoid

8×8 Names Jamie Snaddon and Nerea Gandarias in New Roles

PCI Pal Launches New Brand Identity

Demo: Smarter Self-Service Powered by AI and Built to Learn from Every Interaction

White Paper: Three Ways to Make Automated Customer Experiences More Human

Upcoming Events

14th October 2026

Unified Communications Expo (UCX) London 2026

18th October 2026

Customer Contact West 2026

How to Fix The Most Common WFM Planning Mistakes

What is Agentic Experience Orchestration (AXO)?

Upcoming Webinars

Webinar: How to Turn Customer Feedback into Action

Webinar: Should Voice Agents Replace IVRs?

Webinar: Are These Adoption Mistakes Derailing Your AI Strategy?