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Articles - Videos

Browse our range of video content.

Video Image: Workforce Management (WFM) and Shrinkage

Understanding Shrinkage in Workforce Management

Video Image: Self-Service and Why Contact Centres Should Offer It

Self-Service and Why Contact Centres Should Offer It

Video Image: Creating a Customer Service Mantra

How to Create a Customer Service Mantra

Video Image: Top Tips to Optimize Occupancy and Utilization

Top Tips to Optimize Occupancy and Utilization

Video Image: How to Target the Feelings That Drive Customer Behaviours

Emotional Motivators and Their Impact

Video Image: Using ChatGPT in Customer Service

Using ChatGPT in Customer Service

Video Image: How British Gas Are Using Metrics in Their Contact Centre

How British Gas Transformed Their Call Centre Metrics

Video Image: How Does CCaaS Drive Innovation in the Contact Centre?

How CCaaS Drives Contact Centre Innovation

Video Image: Call Centre Reward and Recognition

How to Reward and Recognise Contact Centre Teams

5 Types of SMS Conversations for Business

Correlating Quality Assurance and NPS to Drive Shareholder Value

Effective Ways to Gather Customer and Advisor Feedback

Self-Service Is Popular, but Humans Remain Essential

How Artificial Intelligence Can Improve Workforce Management

Notebook with the inscription 2019, pen on the purple table

6 Digital Media Resolutions for 2019

A picture of a businessman holding a phone

Maximizing the Benefits of Voice In Customer Service

A map with location pins

What Is In-Country Number Testing?

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Video – Do You Know If Your Overseas Numbers Are Working?

A red question mark is in front of many white question marks

Video – Are You Testing Your Numbers?

A picture of a cartoon vampire with bats flying above him

5 Ways to Spot a Workplace Energy Vampire

A photo of paper figurines high-fiving

eGain Partners With Avaya

skin care

Dermalogica Selects 8×8 to Power Its Customer Service Experience

A picture of someone enjoying the sunset

The Secret Ingredient to Successful Remote Training: Happiness

A picture of a digital cloud

Key Considerations When Moving to the Cloud

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Editor's Pick

Thumbnail How to Deal With That Awkward Agent

How to Deal With That Awkward Agent

Thumbnail 10 Ways to Give New Recruits an Amazing Welcome

10 Ways to Give New Recruits an Amazing Welcome

Thumbnail How to Encourage Your Teams Back to the Office

How to Encourage Your Teams Back to the Office

Thumbnail Make Fridays More Fun in Your Contact Centre

Make Fridays More Fun in Your Contact Centre

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Hot Topics : CX - CCaaS - AI - Analytics - WFM

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