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 is Speech Analytics?
Understanding Speech Analytics
Video Image: A Simple Motivational Trick
One Simple Way to Motivate Staff
Video Image: What Is WFM?
A Quick Introduction to WFM
Video Image: Beware of Watermelon Metrics
What Are Watermelon Metrics?
Video Image: What Is the Difference Between a Bot and a ChatBot?
The Difference Between a Bot and a ChatBot
Video Image: A Great Way to Do a Coaching Session
A Great Way to Do a Coaching Session
Video Image: Maximum Occupancy – The Most Common Resource Planning Mistake
Maximum Occupancy – The Most Common Resource Planning Mistake
Video Image: What Is a Chatbot?
A Quick Guide to Chatbots
Video Image: Call Centre Coaching – 10 Experts Share Their Favourite Advice
10 Expert Tips for Call Centre Coaching
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How to Reduce Your Absence and Attrition Rates by 5% in 12 Months
Video Image: 5 Tips to Become the Best Call Centre Team Leader
Tips to Become the Best Call Centre Team Leader
Video Image: Quality Assurance – 10 Experts Share Their Favourite Advice
10 Expert Tips for Quality Assurance (QA)
Video Image: Employee Engagement – 10 Experts Share Their Favourite Advice
10 Expert Tips for Employee Engagement
Video Image: Call Centre Metrics – 10 Experts Share Their Favourite Advice
10 Expert Tips for Call Centre Metrics
Video Image: 10 Ways to Reduce Average Handling Time (AHT) in the Contact Centre
10 Ways to Reduce AHT in the Contact Centre
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20 First Call Resolution Tips (FCR)
Video Image: Remote Working – 10 Experts Share Their Favourite Advice
10 Expert Tips for Remote Working
A picture of a duck leading the pack
Top Tips to Make Your Team Leaders More Productive
A picture of a digital cloud
Key Considerations When Moving to the Cloud
A picture of reducing average handling time (AHT)
32 Tips for Reducing Average Handling Time (AHT)
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The Secret Ingredient to Successful Remote Training: Happiness
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Artificial Intelligence Explained From A to I
skin care
Dermalogica Selects 8×8 to Power Its Customer Service Experience
How to Use Technology to Personalize Coaching
 
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