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
Free Downloads
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
Expert-Led Strategies for Supporting Vulnerable Customers
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
Top Contact Centre Predictions for 2026
5 Ways to Boost Team Performance
Turn a Bad Team Leader Into a Good Team Leader
Which Soft Skills Do CX Leaders Really Need?
Latest Resources
The Inner Circle Guide to AI-Enabled Agent Assistance
Report: The Zendesk AI Effect 2025
Upcoming Events
Webinar: Raising the Bar for CX in 2026
Beyond the Buzz: Real AI for Real CX – Webinar
Latest Blogs
How to Overcome Knowledge Base Limitations
How IT and CX Leaders Align on Modern Customer Experience Strategy
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 2025
Contact Centre Dashboard Excel Template – FREE Download
The Phonetic Alphabet and How it Improves Customer Service