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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Video Image: How to Break Bad Habits in Workforce Planning
How to Break Bad Habits in Workforce Planning
Video Image: 5 Ways AI is Transforming the Agent Experience
5 Ways AI Is Transforming the Agent Experience
Video Image: 5 Ways Technology Supports Contact Centre Agents Every Day
5 Ways Technology Supports Contact Centre Agents Every Day
Video Image: Why Human-in-the-Loop AI Matters in Customer Service
Why Human-in-the-Loop AI Matters in Customer Service
Video Image: How Automating Time Off Requests Supports Agents and Planners
How Automating Time-Off Requests Supports Agents and Planners
Video Image: 7 Practical Ways to Build Psychological Safety in Your Team
7 Practical Ways to Build Psychological Safety in Your Team
Video Image: The Evolution of Voice of the Customer
The Evolution of Voice of the Customer
Video Image: How VoC Programmes Are Changing
How VoC Programmes Are Changing
Video Image: From Guesswork to Data-Driven QA
From Guesswork to Data-Driven QA
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
Video Image: How to Create ‘Super-Fan’ Customers
Steps to Creating ‘Super-Fan’ Customers
 
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