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Articles - Martin Hill-Wilson

Martin Hill-Wilson is the Owner of Brainfood Consulting.

Connect with Martin on LinkedIn

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IVR Best Practices, from DTMF to Conversational AI

Defining the Tactical Call Centre Quality Assurance Framework

Recorded Webinar: How To Turn Around A Poor Customer Experience

Call Centre Agents

What Should We Call Our Front Line Call Centre Staff?

Podcast: How can we improve customer journeys to create happy customers?

7 Simple Tips for Designing Call Centre Agent Incentive Programmes

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How to Measure Emotive Customer Experience

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20 Contact Centre Predictions for 2020

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How Does CCaaS Drive Innovation in the Contact Centre?

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Staff Engagement: How to Motivate Employees – With a Checklist

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Check Out Our New and Improved Webinar Programme for 2021

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A New Model for Customer Service

How Should we Complain? And, How Should Companies Respond?

How to Increase Contactless Engagement

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Recorded Webinar: Innovative Best Practices for First Contact Resolution

Recorded Webinar: 10 Predictions for 2021

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Happy 20th Birthday, Call Centre Helper

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Sabio Group Launches CX Realities 2023

Sabio Disrupt 2024 March

Sabio Disrupt Reveals the Secrets to Success

Recorded Webinar: 10 Predictions for 2019

Recorded Webinar: Artificial Intelligence in the Contact Centre

Recorded Webinar : Speech Analytics and the Contact Centre

Recorded Webinar: 10 Predictions for 2018

Recorded Webinar: How to Be World Class at Customer Service