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 Kenny
Richard Kenny, Head of Voice Product Marketing, Poly
Connect with Richard on LinkedIn
Previous
RECENT
POPULAR
99 Ways to Change Your Contact Centre
79% of UK Contact Centre Advisors Want Hybrid Working
3 Trends That Are Changing the Contact Centre Landscape
Dealing With COVID-Fatigue in the Contact Centre
The Future of Customer Service – Hybrid Workforce or Hybrid Employees?
Recorded Webinar: Building Rapport Over the Telephone
2 Challenges That Many Contact Centres Are Battling Now
Poly Discuss the Future of the “Workplace Experience”
How Would Your Contact Centre Survive a Cold Snap?
Does the Call Centre Workplace Have a New Competitor?
Business as Unusual in the Call Centre
Recorded Webinar: 7 Sure-Fire Ways to Boost Morale in the Contact Centre
The Long View on Contact Centres – 2020 and Beyond
15 Essential Strategies to Reduce Staff Turnover
What to look for when buying… Contact centre headsets
Recorded Webinar: The Future of Customer Service
What Will Happen to the Contact Centre in 2016 and Beyond?
How Can These Four Technologies Reduce Costs in the Contact Centre?
2020 vision: What will the call centre look like in ten years’ time
10 Contact Centre Technology Predictions for 2017
22 Ways Technology Can…. Exceed Customer Expectations
New Year Resolutions for call centres
Top Tips to Make Your Workforce More Productive
Previous
Editor's Pick
How Worcester Bosch Keep Their NPS Above 80
How to Be a More Proactive Customer Contact Leader
What’s the Difference Between a Chatbot and an AI Agent?
Are Non-Scheduled Agents the Answer to Seasonal Peaks?
Latest Resources
eBook: Transforming Communications in Education
A Practical Guide to Evaluating Virtual Agents
Upcoming Events
Webinar – From Interactions to Outcomes: Why It’s Time To Elevate CCaaS
Regulation Ready: What UK Contact Centres Need to Know in 2026 – Webinar
Latest Blogs
How Process Mapping Helps Assign Roles and Responsibilities
Contact Center Services in 2026 – 8 Tools to Scale Smarter
Featured Articles
How to Develop Psychological Safety in the Contact Centre
How to Rethink Agent Mental Health
Easy Ways to Make Your Contact Centre More Charitable
Ways to Make Working in a Contact Centre Fun
Popular Pages
The Top 25 Positive Words and Phrases for Customer Service
The Top 50 Words to Describe Yourself on Your CV in 2026
Contact Centre Dashboard Excel Template – FREE Download
The Phonetic Alphabet and How it Improves Customer Service
