Articles - Videos

A range of articles on various topics which include videos

Customer Experience Concept. Happy Client using Smart Phone
What Is Customer Experience (CX)?
Emotional Motivators Target the Feelings that drive customer behaviours
How to Target the Feelings That Drive Customer Behaviours
Customer Personas written in front of lots of headshots
Using Personas in Customer Journey Mapping
What is a Customer Experience (CX) Chain
What Is a Customer Experience Chain?
Design for Sentiment
How to Design for Sentiment
Who Should Record IVR Messages
Who Should Record IVR Messages?
What is a CX Code
What Is a Customer Experience Code?
Typical IVR Solutions
Typical IVR Solutions
What is Sentiment Analysis
What Is Sentiment Analysis?
The Erlang C Formula
The Erlang C Formula
How Does an IVR Work featured image
How Does an IVR Work?
Chatbot Algorithms Featured Image
What Algorithms Do Chatbots Use?
What is the Difference Between WFM and WFO?
What Is the Difference Between WFM and WFO?
What is an IVR featured image with blue phone buttons
What Is an IVR?
What Is Customer Analytics?
At what point should you move from spreadsheets to WFM
At What Point Should You Move From Spreadsheets to WFM?
How Do Chatbots Work
How Do Chatbots Work?
What is Speech Analytics
What Is Speech Analytics?
What is WFM cover image
What Is WFM?
beware of Watermelon Metrics
Beware of Watermelon Metrics
What is the Difference Between a Bot and a Chatbot?
What Is the Difference Between a Bot and a ChatBot?
Maximum Occupancy the Most Common Resource Planning Mistake
Maximum Occupancy – The Most Common Resource Planning Mistake
Technology Explained What is a Chatbot
What Is a Chatbot?
10 Experts Share Their Favourite Advice on... Call Centre Coaching
Call Centre Coaching – 10 Experts Share Their Favourite Advice