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: 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?
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
Video Image: Call Centre Hints and Tips
4 Expert Tips for Your Contact Centre
 
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