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Browse our range of video content.

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

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

Steps to Creating ‘Super-Fan’ Customers

Video Image: How to Use the Sandwich Technique for Customer Service

How to Use the Sandwich Technique for Customer Service

Video Image: What Is Conversation Analytics?

Understanding Conversation Analytics

Video Image: Beware of Watermelon Metrics

What Are Watermelon Metrics?

A picture of two male call centre agents looking at a screen

Call Centre Coaching: Turn Agent Potential Into Performance

Video Image: Call Centre Coaching – 10 Experts Share Their Favourite Advice

10 Expert Tips for Call Centre Coaching

Video Image: At What Point Should You Move From Spreadsheets to WFM?

When to Move from Spreadsheets to WFM

Video Image: How to Improve Your QA

How to Improve Your QA

Video: The AHT Glidepath – Track Agent Onboarding

Understanding the AHT Glidepath to Track Agent Onboarding

Video Image: Why FCR Matters and How to Measure It

Why FCR Matters and How to Measure It

Video Image: What Are the Differences Between UCaaS and CCaaS?

What Are the Differences Between UCaaS and CCaaS?

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

How Accurate is Your Forecasting?

Video Image: How ChatGPT Will Change the Agent Role and CX

How ChatGPT Will Change the Agent Role and CX