Articles - Videos

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A range of articles on various topics which include videos

Customer Experience Concept. Happy Client using Smart Phone
497
What Is Customer Experience (CX)?
Emotional Motivators Target the Feelings that drive customer behaviours
662
How to Target the Feelings That Drive Customer Behaviours
Customer Personas written in front of lots of headshots
609
Using Personas in Customer Journey Mapping
What is a Customer Experience (CX) Chain
366
What Is a Customer Experience Chain?
Design for Sentiment
194
How to Design for Sentiment
Who Should Record IVR Messages
366
Who Should Record IVR Messages?
What is a CX Code
414
What Is a Customer Experience Code?
Typical IVR Solutions
271
Typical IVR Solutions
What is Sentiment Analysis
375
What Is Sentiment Analysis?
The Erlang C Formula
2,146
The Erlang C Formula
How Does an IVR Work featured image
758
How Does an IVR Work?
Chatbot Algorithms Featured Image
824
What Algorithms Do Chatbots Use?
What is the Difference Between WFM and WFO?
1,305
What Is the Difference Between WFM and WFO?
What is an IVR featured image with blue phone buttons
537
What Is an IVR?
327
What Is Customer Analytics?
At what point should you move from spreadsheets to WFM
717
At What Point Should You Move From Spreadsheets to WFM?
How Do Chatbots Work
455
How Do Chatbots Work?
What is Speech Analytics
616
What Is Speech Analytics?
What is WFM cover image
1,754
What Is WFM?
beware of Watermelon Metrics
2,057
Beware of Watermelon Metrics
What is the Difference Between a Bot and a Chatbot?
492
What Is the Difference Between a Bot and a ChatBot?
Maximum Occupancy the Most Common Resource Planning Mistake
1,117
Maximum Occupancy – The Most Common Resource Planning Mistake
Technology Explained What is a Chatbot
743
What Is a Chatbot?
10 Experts Share Their Favourite Advice on... Call Centre Coaching
1,636
Call Centre Coaching – 10 Experts Share Their Favourite Advice
 
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