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: 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
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
 
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