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.

Video Image: Remote Working – 10 Experts Share Their Favourite Advice
10 Expert Tips for Remote Working
Video Image: Getting Started With Using Unstructured VoC Data
Getting Started With Using Unstructured VoC Data
Group of people
How to Reduce Your Absence and Attrition Rates by 5% in 12 Months
Video Image: What Is WFM?
A Quick Introduction to WFM
Video Image: Who Should Record IVR Messages?
How to Decide Who Should Record IVR Messages
Video Image: Inspire Agents to Improve Their Performance
How to Inspire Agents for Success
How to Use Technology to Personalize Coaching
Video Image: Call Centre Metrics – 10 Experts Share Their Favourite Advice
10 Expert Tips for Call Centre Metrics
Video Image: Making Customer Journey Mapping Come Alive
How to Bring Customer Journey Maps to Life
Video Image: What Is Customer Experience (CX)?
Understanding Customer Experience (CX)
Video Image: What Does Contact Centre Partial Automation Really Mean?
What Does Contact Centre Partial Automation Really Mean?
Video Image: What Sort of Team Player Are You?
Two Types of Team Player
Video Image: Agent Self-Evaluation – The Pros and Cons
The Pros and Cons of Agent Self-Evaluation
The Contact Centre of the Future
Video Image: Tips to Reduce Call Queue Time
Tips to Reduce Call Queue Time
Video Image: Improve Your Net Promoter Score (NPS)
How to Improve Your Net Promoter Score (NPS)
Video Image: Why Customer Experience (CX) Matters
Why Customer Experience (CX) Matters
A picture of a robot technology
Artificial Intelligence Explained From A to I
Video Image: 4 Examples of Customer Service Empathy Statements
Examples of Customer Service Empathy Statements
Video Image: How Do Chatbots Work?
An Introduction to How Chatbots Work
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