Paul Chance - Call Centre Helper

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Paul Chance

Paul Chance, Sr. Product Marketing Manager, NICE Systems

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Recent Articles Most Viewed Articles

32 Tips for Building Flexibility Into Contact Centre Schedules

32 Tips for Building Flexibility Into Contact Centre…

Recorded Webinar: How to Build Flexibility into Call Centre Schedules

Recorded Webinar: How to Build Flexibility into Call…

Recorded Webinar: Forecasting and Scheduling on Digital Channels

Recorded Webinar: Forecasting and Scheduling on Digital…

How to Improve Service Objectives

How to Improve Service Objectives

How to Support Omnichannel Staffing

How to Support Omnichannel Staffing

How Employee Engagement Impacts the Contact Centre

How Employee Engagement Impacts the Contact Centre

How Multiskilling Affects the Contact Centre

How Multiskilling Affects the Contact Centre

Why Is Attrition Becoming an Increasing Problem?

Why Is Attrition Becoming an Increasing Problem?

5 Best Practices to Optimize Call Centre Scheduling

5 Best Practices to Optimize Call Centre Scheduling

Webinar Recording: The Best Ways to Schedule Contact Centre Advisors

Webinar Recording: The Best Ways to Schedule Contact…

Workforce Optimization: 17 Ways to Improve Your Contact Centre Forecasts

Workforce Optimization: 17 Ways to Improve Your Contact…

The Value of Measuring Schedule Adherence

The Value of Measuring Schedule Adherence

How Artificial Intelligence Can Improve Workforce Management

How Artificial Intelligence Can Improve Workforce…

Why Transparency Can Be Key to Good Customer Service

Why Transparency Can Be Key to Good Customer Service

Beginner’s Guide to Workforce Management Software

12 Ways to Make Better Use of Agent Downtime

12 Ways to Make Better Use of Agent Downtime

25 Ways Technology Can … Increase Agent Productivity

25 Ways Technology Can … Increase Agent Productivity

Key Things That “Make or Break” a Resource Planning Team

What Is Our Metric Fixation Really Costing Us?

Keep Your Finger on the Pulse of What Agents Think

Vonage Wins Gold at Merit Awards for Technology

8×8 Appoints Boris Grinshpun as Global VP of Product Management

Webinar Replay: How to Turn Customer Feedback into Action

eBook: Capacity Planning for Contact Centre BPOs

Upcoming Events

26th October 2026

ICMI Contact Center Expo 2026

27th October 2026

The Intelligence Gap Shaping the Future of Customer Automation – Webinar

Awaab’s Law Phase 2: Connecting Property and Resident Data

Digital Where Possible, Human When Essential, Agentic Where Appropriate

Upcoming Webinars

Webinar: Should Voice Agents Replace IVRs?

Webinar: Are These Adoption Mistakes Derailing Your AI Strategy?

Webinar: 10 Ways to Make 2027 a CX Success