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Articles - Videos

Browse our range of video content.

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Digital Literacy: How to Train Agents to Work Alongside AI Tools

Video Image: The Secrets to Writing Better Customer Emails

Tips to Write Better Customer Emails

Video Image: What’s the Best Sample Size for Quality Scoring?

What’s the Best Sample Size for Quality Scoring?

Video Image: What’s Really Skewing Your Forecasting

What’s Really Skewing Your Forecasting

Video Image: Using the 3 Strike Rule in the Contact Centre

How to Use the 3 Strike Rule in the Contact Centre

Video Image: Why Your Forecasters Should Always Talk to Marketing

Why Your Forecasters Should Always Talk to Marketing

Video Image: How to Use the Sandwich Technique for Customer Service

How to Use the Sandwich Technique for Customer Service

Video: The AHT Glidepath – Track Agent Onboarding

Understanding the AHT Glidepath to Track Agent Onboarding

Concept of teamwork organization

QStory and NatWest Improve Customer and Colleague Experience

Video Image: Getting Started With Forecasting

Getting Started With Forecasting

Video Image: How to Improve Forecast Accuracy

Tips to Improve Forecast Accuracy

Video Image: If It’s a Forecast – It’s Wrong

How Accurate is Your Forecasting?

Video Image: 4 Examples of Customer Service Empathy Statements

Examples of Customer Service Empathy Statements

2024 Contact Centre Predictions

Expert Predictions: What Will 2024 Bring for Contact Centres?

Video Image: Tips to Reduce Call Queue Time

Tips to Reduce Call Queue Time

Video Image: Self-Service and Why Contact Centres Should Offer It

Self-Service and Why Contact Centres Should Offer It

Video Image: What’s the Difference Between Empathy and Sympathy?

What’s the Difference Between Empathy and Sympathy?

Video Image: Tips to Reduce Repeat Contacts

Tips to Reduce Repeat Contacts

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Get Up To Speed: The Latest on Messaging, Social Media, and Video

Video Image: How to Improve Your QA

How to Improve Your QA

Video Image: Why FCR Matters and How to Measure It

Why FCR Matters and How to Measure It

Video Image: What Are Some Challenges to QA?

3 Common Contact Centre QA Challenges

Video Image: Inspire Agents to Improve Their Performance

How to Inspire Agents for Success

Video Image: What Is QA and Why Does It Matter?

Understanding Quality Assurance and Its Importance