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Articles - Videos

Browse our range of video content.

Video Image: How to Choose Which Calls to Evaluate

How to Choose Which Calls to Evaluate

Video Image: Getting Started With Forecasting

Getting Started With Forecasting

Video Image: How to Calculate ‘Not Ready’ Rate

How to Calculate ‘Not Ready’ Rate

Video Image: Agent Statements for Supporting Bereaved Customers

Agent Statements for Supporting Bereaved Customers

Video Image: How to Improve Forecast Accuracy

Tips to Improve Forecast Accuracy

Video Image: 3 Simple Ways to Speed Up After-Call Work

Simple Ways to Speed Up After-Call Work

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

How Accurate is Your Forecasting?

Video Image: Improve Your Net Promoter Score (NPS)

How to Improve Your Net Promoter Score (NPS)

Video Image: Top Tips to Optimize Occupancy and Utilization

Top Tips to Optimize Occupancy and Utilization

Video Image: 3 Ways to Measure Customer Emotion in the Contact Centre

Ways to Measure Customer Emotion in the Contact Centre

Video Image: How to Create ‘Super-Fan’ Customers

Steps to Creating ‘Super-Fan’ Customers

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: Methods to Calculate Forecast Accuracy

Methods to Calculate Forecast Accuracy

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

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

Video Image: Agent Performance Tracking and the Best Metrics

How to Choose the Right Metrics to Track Agent Performance