Translate
Menu
Home
Articles +
Articles
Hints and Tips
Customer Experience
Service Strategy
Management
Skills
WFM
Quality
Technology +
Technology
Tech
WFM
AI
Analytics
CCaaS
Knowledge Management
Voice of Customer
Webinars +
Webinars
Webinars
Recorded Webinars
Insights +
Insights
Expert Insights
Blogs
Latest News
Events
Case Studies
Videos
LinkedIn Community
Resources +
Resources
Reports
Research
Erlang Calculator
Directory
Recorded Webinars
Newsletter
Tools +
Tools
Erlang Calculator
Forecasting
Excel Calculator
Cheat Sheets
Call Monitoring Form
Jargon
Events +
Events
Events
Webinars
Recorded Webinars
Videos
Advertise +
Advertise
Advertise
Media Pack
About Us
Articles - Richard Bassett
Richard Bassett, VP Digital & Analytics, NICE International
RECENT
POPULAR
Top Tactics to Improve First Contact Resolution (FCR)
Meeting the Needs of Vulnerable Consumers in 2025
Recorded Webinar: Top Tips for Supporting Vulnerable Customers
Can AI Really Handle Customer Complaints?
Quick Wins to Improve Your C-Sat Scores
New Survey Reveals Hidden Crisis in UK Consumer Vulnerability
10 Questions to Ask When Buying Your Next CCaaS Solution
The Superhuman Touch – How to Blend Agents and AI for Maximum Impact
Webinar Recording: Treating Vulnerable Customers Fairly
Editor's Pick
The Worst Examples of Saying “Sorry” to Customers
15 Award-Winning Ideas from Teleperformance Contact Centre
Top Tips for Digital Channels – Forecasting and Scheduling
What Will Agent Roles Look Like in 2035?
Latest Resources
eBook: 2025 Business Leaders CX Report
eBook: A Guide to Unlocking Contact Centre Efficiency
Upcoming Events
From Wait Times to Real-Time: Revolutionising Patient Experience – Webinar
Agentforce World Tour London 2025
Latest Blogs
How AI Is Changing the Way Customer Service Works
Build a Business Case For AI-Powered Call Centre QA
Featured Articles
Welcome Calls: A Simple Way to Increase Customer Satisfaction
15 Clarifying Questions For Customer Service
When Is It OK to Hang-Up on a Customer?
How to Setup a Call Centre from Scratch – The Checklist
Popular Pages
The Top 25 Positive Words and Phrases for Customer Service
The Top 50 Words to Describe Yourself on Your CV in 2024
Contact Centre Dashboard Excel Template – FREE Download
The Phonetic Alphabet and How it Improves Customer Service
