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Articles - John Casey

John Casey, AXA Insurance Ireland, Strategic Workforce Planning Manager

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Resource Planning: What You Need to Know

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What Is the Difference Between an Abandoned, a Missed and a Lost Call?

John Casey

Podcast – WFM Tricks That Will Get You Through Busy Periods

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Editor's Pick

Thumbnail Kick-Start Your Next Team Engagement Day – With These Tried and Tested Activities

Kick-Start Your Next Team Engagement Day – With These Tried and Tested Activities

Thumbnail 10 Ways to Kick-Start Your Adherence Improvement Strategy

10 Ways to Kick-Start Your Adherence Improvement Strategy

Thumbnail The 7 Cs of Effective Communication

The 7 Cs of Effective Communication

Thumbnail Improve Your CX Strategy – With These Clever Ideas From Bupa’s Contact Centre!

Improve Your CX Strategy – With These Clever Ideas From Bupa’s Contact Centre!

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Latest Resources

Guide: Applying AI in Customer Service

Guide: Applying AI in Customer Service

Guide: Five Steps to Mastering Conversation Intelligence

Guide: Five Steps to Mastering Conversation Intelligence

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Why Industry Leaders are Prioritising AI Investment – Webinar

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The New CX – AI and Agents in Conversation

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8 AI Capabilities to Look for in a Contact Centre Solution

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Featured Articles

Thumbnail The Key Elements of a CX Lifecycle and Ways to Improve It

The Key Elements of a CX Lifecycle and Ways to Improve It

Thumbnail 21 Ways to Say “I’m Sorry” and Apologize to a Customer for Bad Service

21 Ways to Say “I’m Sorry” and Apologize to a Customer for Bad Service

Thumbnail What is Attrition Rate and How to Calculate It

What is Attrition Rate and How to Calculate It

Thumbnail The Top 10 Call-Closing Statement Examples

The Top 10 Call-Closing Statement Examples

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Popular Pages

Thumbnail The Top 25 Positive Words and Phrases for Customer Service

The Top 25 Positive Words and Phrases for Customer Service

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The Top 50 Words to Describe Yourself on Your CV in 2024

Thumbnail Contact Centre Dashboard Excel Template – FREE Download

Contact Centre Dashboard Excel Template – FREE Download

Thumbnail Alpha, Bravo, Charlie… What is the Phonetic Alphabet and How it Improves Customer Service?

Alpha, Bravo, Charlie… What is the Phonetic Alphabet and How it Improves Customer Service?

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