Articles - On Demand Webinars

Missed a live session? Our On-Demand webinars hub gives you instant access to a library of expert discussions, practical workshops, and real-world advice from across the contact centre industry. Watch sessions on leadership, AI, workforce management, and customer experience whenever it suits you. Each webinar features respected speakers who share proven strategies, new ideas, and examples that can help you improve performance in your own operation. It’s the easiest way to stay up to date and learn directly from industry experts at your own pace.

Recorded Webinar: Delivering Consistent Service Across Different Channels
Recorded Webinar : Speech Analytics and the Contact Centre
Recorded Webinar: How to Reduce Customer Effort in the Contact Centre
Recorded Webinar: Increasing the Take-up of Self Service
Recorded Webinar: How to Reduce Inbound Call Volumes
Recorded Webinar: How Technology Can Help the Contact Centre Improve
Recorded Webinar: Knowledge Management and the Contact Centre
Recorded Webinar: Contact Centre Metrics (2017)
Recorded Webinar: Being busy – The Modern Excuse for Not Coaching Staff
Recorded Webinar: The Best Ways to Handle Webchat
Recorded Webinar: 10 Predictions for 2018
Recorded Webinar: 7 Ways to Improve Quality in the Contact Centre
Recorded Webinar: How to Build an Effortless Customer Experience
Recorded Webinar: Improving Quality in Live Chat and Email
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Recorded Webinar: The Secrets of WFM (2018)
Recorded Webinar: Developing Effective Internal Communications in the Contact Centre
Recorded Webinar: 5 Ways to Create Engaged and Empowered Agents
Recorded Webinar: Latest Changes in Contact Centre Technology
Recorded Webinar: Chatbots and AI in the Contact Centre
Recorded Webinar: 10 Techniques to Improve Customer Experience
Recorded Webinar: Moving to Digital Customer Service
Genesys Webinar: The latest thinking on contact centre metrics
Recorded Webinar: The Latest Thinking on Contact Centre Metrics (2018)
West Webinar: Customer Journey Mapping- the key to unlocking customer experience
Recorded Webinar: Customer Journey Mapping is the Key to Unlocking Customer Experience
Newvoicemedia webinar: How to deliver a consistent customer experience across all channels
Recorded Webinar: How to Deliver Customer Experience Across All Channels