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AHT and Call Distribution video cover
What’s Really Skewing Your Forecasting
The Secrets to Writing Better Customer Emails video cover
Video: The Secrets to Writing Better Customer Emails
QA Sample Size Video Cover
Video: What’s the Best Sample Size for Quality Scoring?
Video cover for how to calculate not ready rate
Video: How to Calculate ‘Not Ready’ Rate
Three cards with cross mark symbol - three strike rule
Video: Using the 3 Strike Rule in the Contact Centre
Robot hand with the question what is the difference between chatgpt, llms and generative ai
Video: The Difference Between ChatGPT, LLMs, and Generative AI
Forecasting basics video cover
Video: Getting Started With Forecasting
People icons in front of a keyboard
Video: What Is the Difference Between WFM, WFO and WEM?
Proc and cons concept - agent self-evaluation video cover
Video: Agent Self-Evaluation – The Pros and Cons
Injixo burnout video cover
Video: The Truth About Agent Burnout
Daily profiles and reporting intervals video cover
Video: Is Overhang Distorting Your Staffing Calculations?
Kim Ellis How to Use the Sandwich Technique
Video: How to Use the Sandwich Technique for Customer Service
Contact Centre Occupancy and Utilization video cover with Ray Agar
Video: Top Tips to Optimize Occupancy and Utilization
Darts on target should you remove aht video cover
Video: Should You Remove Average Handling Time (AHT) as an Agent Target?
Video: A Simple Motivational Trick
What are some tips for improving quality assurance (QA)? video cover
Video: How to Improve Your QA
What is WFM cover image
Video: What Is WFM?
Colin Mann video cover how to reduce queue time
Video: Tips to Reduce Call Queue Time
What is Self-Service and Why Should Contact Centres Offer It?
Video: Self-Service and Why Contact Centres Should Offer It
Flowers coming alive with the words making customer journey mapping come alive
Video: Making Customer Journey Mapping Come Alive
An analytics dashboard with charts, metrics and KPI to analyze performance
Video: Agent Performance Tracking and the Best Metrics
What is the Difference Between a Bot and a Chatbot?
Video: What Is the Difference Between a Bot and a ChatBot?
Shrinkage Russian dolls decreasing in size
Video: Workforce Management (WFM) and Shrinkage
Getting started with unstructured and structured voc data video cover
Video: Getting Started With Using Unstructured VoC Data
 
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