Articles - Videos

A range of articles on various topics which include videos

Darts on target should you remove aht video cover
Should You Remove Average Handling Time (AHT) as an Agent Target?
What is Customer Intelligence CI cover
What Is Customer Intelligence?
Stay Compliant with Outbound Dialling Video Cover
How Can You Stay Compliant With Outbound Dialling?
How Do You keep Staff Engaged
How Do You Keep Staff Engaged?
The Difference Between Interaction Analytics and Conversational Analytics
The Difference Between Interaction Analytics and Conversational Analytics
Speed Up AHT Cover
How Can You Speed Up Average Handling Time?
Whole and burnt matches on red background
What Is Call Centre Agent Burnout and What Are the Signs?
What is Conversation Analytics?
What Is Conversation Analytics?
How to get the best of Outbound Dialler Cover
How You Can Get the Best out of Your Outbound Dialler
What is the difference between CX and customer service
The Difference Between Customer Experience and Customer Service
Average Handling Time concept with hands holding clock
What Is Average Handling Time and How Do You Measure It?
Five Steps to Map Customer Journeys
Old green vintage telephone and modern mobile phone
The Different Types of Dialler Explained
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?