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.

Previous
Next
RECENT
POPULAR
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
top videos
The Top 20 Videos
Video Image: Making Customer Journey Mapping Come Alive
How to Bring Customer Journey Maps to Life
 
Previous
Next