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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Digital Literacy: How to Train Agents to Work Alongside AI Tools
Artificial intelligence (AI) being used in customer service chat bot
How Customer Attitudes to AI in Customer Service Are Changing
Video Image: Q&A – What’s Holding Women Back in Their CX Careers?
Q&A – What’s Holding Women Back in Their CX Careers?
A person suffering from burnout
Tips to Tackle Agent Burnout in Contact Centres
Video Image: Quick Wins to Get the Most Out of Your WFM System
Quick Wins to Maximize Your WFM System
Video Image: Best Statements to Use When Closing a Live Chat
Three Top Closing Statements for Live Chat
Video Image: Top Tips for Managing Shrinkage
Four Tips to Manage Shrinkage
Video Image: How Does CCaaS Drive Innovation in the Contact Centre?
How CCaaS Drives Contact Centre Innovation
Video Image: Agent Self-Evaluation – The Pros and Cons
The Pros and Cons of Agent Self-Evaluation
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: The Truth About Agent Burnout
Four Ways to Reduce Agent Burnout and Attrition
Video Image: Is Overhang Distorting Your Staffing Calculations?
Is Overhang Distorting Your Staffing Calculations?
Video Image: What Does Contact Centre Partial Automation Really Mean?
What Does Contact Centre Partial Automation Really Mean?
Video Image: What’s Really Stopping Your Talent From Blooming?
What’s Really Stopping Your Talent From Blooming?
Video Image: An Easy Step-by-Step Guide to Creating a Schedule
An Easy Step-by-Step Guide to Creating a Schedule
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
 
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