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.

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Recorded Webinar: 10 Ways to Reduce Average Handling Time (AHT)
Recorded Webinar: 7 Strategies to Deal with Queues
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Recorded Webinar: Forecasting and Planning a Multi-Skilled Workforce
Recorded Webinar: The Best Ways to Deal with Webchat and Email
Recorded Webinar: 10 Ways to Improve First Contact Resolution
Recorded Webinar: Building Rapport Over the Telephone
Recorded Webinar: Executive Briefing on Workforce Management
Recorded Webinar: Top 5 Workforce Management Myths
Recorded Webinar: Multi-Channel Mayhem?
Recorded Webinar: 10 Ways to Improve Your NetPromoter Scores
Recorded Webinar: The Best Social Customer Service Strategies
Recorded Webinar: Understanding Why Your Customers Are Contacting You
Recorded Webinar: Contact Centre of the Future (2013)
Recorded Webinar: Executive Briefing on Speech Analytics
Recorded Webinar: Metrics that Matter
Recorded Webinar: Delivering Great Customer Service to the Mobile and Social Customer
Recorded Webinar: How to Give Distinctive Customer Service
Recorded Webinar: Managing Multichannel Customer Contact in the New Social World
Recorded Webinar: 10 Ideas for a Contact Centre Christmas Wish List
Recorded Webinar: Contact Centre Predictions for 2014
Recorded Webinar: Top 10 Contact Centre Strategies – Part 1
Recorded Webinar: Seven Strategies to Improve Adherence and Attendance
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Recorded Webinar: Skype and the Contact Centre
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Recorded Webinar: Latest Trends in Performance Management