Articles - Videos

Our video library brings contact centre insights to life: featuring expert interviews, tutorials, and how-to guides that explore the key challenges and opportunities in customer contact. Watch industry leaders share ideas on people, processes and technology, and discover practical tips you can apply straight away. From leadership advice to customer experience improvement, these videos offer an easy, engaging way to stay informed and inspired.

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Video Image: Agent Performance Tracking and the Best Metrics
How to Choose the Right Metrics to Track Agent Performance
Video Image: A Simple Motivational Trick
One Simple Way to Motivate Staff
Video Image: Best Statements to Use When Closing a Live Chat
Three Top Closing Statements for Live Chat
Video Image: How Does an IVR Work?
Understanding How IVR Works
Video Image: 3 Simple Ways to Speed Up After-Call Work
Simple Ways to Speed Up After-Call Work
Video Image: How to Choose Which Calls to Evaluate
How to Choose Which Calls to Evaluate
Video Image: Agent Statements for Supporting Bereaved Customers
Agent Statements for Supporting Bereaved Customers
Digital learning concept with icons
Digital Literacy: How to Train Agents to Work Alongside AI Tools
Video Image: How to Get Calls to the Right Agent, First Time
How to Get Calls to the Right Agent, First Time
Video Image: Ways to Reduce and Improve Call Transfers
Ways to Reduce and Improve Call Transfers
Video Image: A Sign You Need Speech Analytics
A Sign You Need Speech Analytics
Video Image: Why You Shouldn’t Make Assumptions About Unsociable Hours
Why You Shouldn’t Make Assumptions About Unsociable Hours
Video Image: 3 Ways to Reduce Burnout and Keep Agents Engaged
3 Ways to Reduce Burnout and Keep Agents Engaged
Video Image: The Benefits of Switching Up Your Agents’ Day
The Benefits of Switching Up Your Agents’ Day
Video Image: 3 Broken CX Processes and How to Fix Them
3 Broken CX Processes and How to Fix Them
Video Image: How to Improve Agent Consistency with Analytics
How to Improve Agent Consistency with Analytics
Video Image: Tips to Use QA to Fix Broken Processes
Tips to Use QA to Fix Broken Processes
Video Image: 3 Common Problems with Data Handling
3 Common Problems With Data Handling
Video Image: How to Spot and Solve Common Customer Issues
How to Spot and Solve Common Customer Issues
Video Image: How to Improve Adherence Without Adding Pressure
How to Improve Adherence Without Adding Pressure
Video Image: Four Steps to Streamline Scheduling
Four Steps to Streamline Scheduling
Video Image: Why You Need to Constantly Monitor and Improve Schedule Efficiency
Why You Need to Constantly Monitor and Improve Schedule Efficiency
Video Image: How Gamification Can Improve Scheduling
How Gamification Can Improve Scheduling
Video Image: How to Bring Scheduling into the Digital Age
How to Bring Scheduling Into the Digital Age
 
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