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

How to Communicate Your QA Framework Clearly

Switch From Live Chat to Chatbots – Without Losing Customers

10 Top Ideas We Heard From Oxfordshire County Council

2026 Research: What Contact Centres Are Doing Right Now

CX Live’s The Experience Show Middle East 2026 Highlights

What Contact Centres Are Doing Right Now - 2026 Edition

Report: The AI Reality Check

Upcoming Events

5th October 2026

Customer Contact Week Europe (CCW Europe)

7th October 2026

Engage Customer Summit 2026

Users Want Answers, Not Search Results

AI Call Scoring in Contact Centres: What Your QA Team Does Next

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?