Steve Nattress - Call Centre Helper

Steve Nattress

Recent Articles Most Viewed Articles

Are Your Virtual Agents Escalating Far Too Many Queries?

Are Your Virtual Agents Escalating Far Too Many Queries?

12 Amazing Things You Can Now Do With Customer Preferences

12 Amazing Things You Can Now Do With Customer Preferences

How to Use AI to Connect the Dots – Not Create More Silos

How to Use AI to Connect the Dots – Not Create More Silos

Retain Talent With Strong Contact Centre EX

Retain Talent With Strong Contact Centre EX

How Virtual Agents and Humans Work Together for Better CX

How Virtual Agents and Humans Work Together for Better CX

Choosing an AI Contact Centre Partner: Ethics & Privacy Matter More Than Ever

Choosing an AI Contact Centre Partner: Ethics &…

Contact Centre Predictions for 2025

Contact Centre Predictions for 2025

Is ChatGPT Really Suitable for Contact Centres Right Now?

Is ChatGPT Really Suitable for Contact Centres Right Now?

Seeing Double? 10 Ways to Drive Down Repeat Contacts

Seeing Double? 10 Ways to Drive Down Repeat Contacts

What Is Our Metric Fixation Really Costing Us?

Keep Your Finger on the Pulse of What Agents Think

Tactics to Manage QA Well During Seasonal Peaks

Five9 Named a Leader for Ninth Time

Content Guru Recognised for 12th Consecutive Year

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

Q&A: The Role of AI When Every Second Counts

Why QA and CSAT Scores Don’t Always Match

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