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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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The Algorithms Behind Chatbots

The Algorithms Behind Chatbots

Understanding the Difference Between WFM and WFO

Understanding the Difference Between WFM and WFO

A Quick Introduction to Interactive Voice Response (IVR)

A Quick Introduction to Interactive Voice Response (IVR)

Understanding Customer Analytics

Understanding Customer Analytics

When to Move from Spreadsheets to WFM

When to Move from Spreadsheets to WFM

An Introduction to How Chatbots Work

An Introduction to How Chatbots Work

Understanding Speech Analytics

Understanding Speech Analytics

One Simple Way to Motivate Staff

One Simple Way to Motivate Staff

A Quick Introduction to WFM

A Quick Introduction to WFM

What Are Watermelon Metrics?

What Are Watermelon Metrics?

The Difference Between a Bot and a ChatBot

The Difference Between a Bot and a ChatBot

A Great Way to Do a Coaching Session

A Great Way to Do a Coaching Session

Maximum Occupancy – The Most Common Resource Planning Mistake

Maximum Occupancy – The Most Common Resource…

A Quick Guide to Chatbots

A Quick Guide to Chatbots

10 Expert Tips for Call Centre Coaching

10 Expert Tips for Call Centre Coaching

How to Reduce Your Absence and Attrition Rates by 5% in 12 Months

How to Reduce Your Absence and Attrition Rates by 5% in…

Tips to Become the Best Call Centre Team Leader

Tips to Become the Best Call Centre Team Leader

10 Expert Tips for Quality Assurance (QA)

10 Expert Tips for Quality Assurance (QA)

10 Expert Tips for Employee Engagement

10 Expert Tips for Employee Engagement

10 Expert Tips for Call Centre Metrics

10 Expert Tips for Call Centre Metrics

10 Ways to Reduce AHT in the Contact Centre

10 Ways to Reduce AHT in the Contact Centre

20 First Call Resolution Tips (FCR)

20 First Call Resolution Tips (FCR)

10 Expert Tips for Remote Working

10 Expert Tips for Remote Working

Top Tips to Make Your Team Leaders More Productive

Top Tips to Make Your Team Leaders More Productive

10 Top Ideas We Heard From Oxfordshire County Council

How to Manage Agent Workarounds and Shortcuts

Have IVRs Had Their Day?

CX Live’s The Experience Show Middle East 2026 Highlights

Netcall Adds New AI Capabilities to Liberty Spark

Demo: Connected Experiences. Smarter Insights. Faster Resolution.

Customer Operations Case Study Pack

Upcoming Events

5th October 2026

Customer Contact Week Europe (CCW Europe)

6th October 2026

How CX Leaders Can Govern AI Agent Quality Across Channels – Webinar

How Often Should You Review AI QA Scores?

Agentic AI for Contact Centres: Use cases, Benefits, Risks and Implementation

Upcoming Webinars

Webinar: How to Tackle the Biggest Barriers to Quality Assurance (QA)

Webinar: How to Turn Customer Feedback into Action

Webinar: Should Voice Agents Replace IVRs?