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Articles - Daniel Ord

Daniel Ord at OmniTouch International

How to Calculate Productivity in the Contact Centre

How to Forecast With Limited Data

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Call Centre Quality Assurance: How to Create an Excellent QA Programme

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What Is a Knowledge Base? – With a Definition, Uses and Mistakes to Avoid

30 Tips on How to Improve Contact Centre Productivity

Recorded Webinar: Hints and Tips for Helping Agents be Better at Their Job

4 Key Objectives to Improve Productivity and Customer Experience

10 Experts Share Their Favourite Advice on Quality Assurance

Video: Quality Assurance – 10 Experts Share Their Favourite Advice

10 Experts Share Their Favourite Advice on Employee Engagement

Video: Employee Engagement – 10 Experts Share Their Favourite Advice

New Year Resolution Ideas for Your Call Centre

10 Experts Share Their Favourite Advice on... Call Centre Coaching

Video: Call Centre Coaching – 10 Experts Share Their Favourite Advice

How to Inspire Contact Centre Agents to Improve Their Performance

The Quality Problem: Good Advisors Stay Good – Average Advisors Stay Average

10 Experts Share Their Favourite Advice for... Remote Working

Video: Remote Working – 10 Experts Share Their Favourite Advice

8 Ideas to Help Contact Centre Agents Be Better at Their Jobs

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Recorded Webinar : A Smarter Approach to Contact Centre QA – Video

10 Experts Share Their Favourite Advice on... Call Centre Metrics

Video: Call Centre Metrics – 10 Experts Share Their Favourite Advice

Recorded Webinar: How to Make Your Agents More Productive

Recorded Webinar: How to Make Your Agents More Productive (2019)

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Recorded Webinar: Building a Productive and Efficient Contact Centre

Net Promoter Score (NPS) is becoming less Important