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.

Previous
Next
RECENT
POPULAR
Video Image: 3 Tips to Reduce Escalations From Virtual Agents
3 Tips to Reduce Escalations From Virtual Agents
Video Image: Understanding the Virtual Agent Escalation Pyramid
Understanding the Virtual Agent Escalation Pyramid
Video Image: How to Improve Agent Work-Life Balance
How to Improve Agent Work–Life Balance
Video Image: What WFM Tools Are Available?
WFM Tools That Are Available
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
Video Image: What Is the Difference Between WFM, WFO and WEM?
The Difference Between WFM, WFO and WEM
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
 
Previous
Next