Translate

Articles - Videos

Browse our range of video content.

Video Image: 4 Steps to Train Agents to Handle Urgent Customer Queries

4 Steps to Train Agents to Handle Urgent Customer Queries

Video Image: 4 Ways Purpose-Built AI Is Transforming CX

4 Ways Purpose-Built AI Is Transforming CX

Video Image: 4 Tips for Making Smarter Tech Decisions

4 Tips for Making Smarter Tech Decisions

Video Image: 3 Reasons to Involve Agents in Tech Purchases

3 Reasons to Involve Agents in Tech Purchases

Video Image: The Secret to a Successful CX Tech Upgrade

The Secret to a Successful Tech Upgrade

Video Image: Why Orchestration Should Guide Your Next Tech Investment

Why Orchestration Should Guide Your Next Tech Investment

Video Image: 5 Ways Smart Routing and AI Improve Contact Centre Efficiency

5 Ways Smart Routing and AI Improve Contact Centre Efficiency

Video Image: Using IMPACT to Drive Better Outcomes with CCaaS

Using IMPACT to Drive Better Outcomes With CCaaS

Video Image: How to Improve CSAT with the ACAF Model

How to Improve CSAT With the ACAF Model

Video Image: A Fresh Look at Workforce Management Trends

A Fresh Look at Workforce Management Trends

Video Image: What Are Some Challenges to QA?

3 Common Contact Centre QA Challenges

Video Image: What Is Average Handling Time and How Do You Measure It?

Two Types AHT and How to Measure Them

top videos

The Top 20 Videos

Video Image: What’s the Difference Between Empathy and Sympathy?

What’s the Difference Between Empathy and Sympathy?

Video Image: The Difference Between ChatGPT, LLMs, and Generative AI

The Difference Between ChatGPT, LLMs, and Generative AI

Video Image: Quality Assurance – 10 Experts Share Their Favourite Advice

10 Expert Tips for Quality Assurance (QA)

Video Image: Tips to Reduce Repeat Contacts

Tips to Reduce Repeat Contacts

Video Image: Examples of Tone of Voice in Action

Examples of Tone of Voice in Action

Video Image: What Is QA and Why Does It Matter?

Understanding Quality Assurance and Its Importance

Video Image: What’s the Best Sample Size for Quality Scoring?

What’s the Best Sample Size for Quality Scoring?

Video Image: EPIC Customer Service Explained

EPIC Customer Service Explained

Artificial intelligence (AI) being used in customer service chat bot

How Customer Attitudes to AI in Customer Service Are Changing

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 Improve Forecast Accuracy

Tips to Improve Forecast Accuracy