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Articles - Robert Tuck

Robert Tuck is a Vice President/Senior Director with experience and success leading Global Workforce Optimization.

Connect with Robert on LinkedIn

The Shrinkage Formula Article Image

What is Call Centre Shrinkage and How to Calculate It?

Can you Recommend any Games I can use to Motivate my Agents?

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11 Team Engagement Ideas to Inspire Your Remote Workers

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7 Ways to Easily Boost Customer Service Empathy

Jacqui Turner

Podcast – How to Inspire Your Team Leaders to Get More From Their Advisors

How to Forecast With Limited Data

Call centre agent - sneaky tricks employees play to avoid calls

20 Sneaky Tricks That Call Centre Agents Use to Avoid Calls

how to calculate employee engagement score

How to Calculate an Employee Engagement Score

Best Respected Awards – The Results

Should agents be allowed to read between calls?

Trade Secrets: How to Get the Best Out of Your WFM Software

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How do I improve call centre process functions?

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Editor's Pick

Thumbnail The Best Ways to Deal With Last-Minute Time-Off Requests

The Best Ways to Deal With Last-Minute Time-Off Requests

Thumbnail What It Takes to Get Training Right in the Contact Centre

What It Takes to Get Training Right in the Contact Centre

Thumbnail The 5-Star Customer Service Skills Your Team Really Need

The 5-Star Customer Service Skills Your Team Really Need

Thumbnail Train New Agents in Just 30 Days

Train New Agents in Just 30 Days

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Latest Resources

eBook: Why Spreadsheets Are Hurting Your Call Center QA

eBook: Why Spreadsheets Are Hurting Your Call Center QA

White Paper: Transforming Your CX in Financial Services

White Paper: Transforming Your CX in Financial Services

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Upcoming Events

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Public Sector Technology User Group

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Customer Engagement Summit 2024

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7 Effective Ways to Elevate Online Customer Service

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How to Choose Call Centre Management Software

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Featured Articles

Thumbnail 15 Examples of Probing Questions for Customer Service

15 Examples of Probing Questions for Customer Service

Thumbnail How to Calculate the Number of Agents Required in a Contact Centre

How to Calculate the Number of Agents Required in a Contact Centre

Thumbnail How to Calculate Contact Centre Service Level

How to Calculate Contact Centre Service Level

Thumbnail 20 Sneaky Tricks That Call Centre Agents Use to Avoid Calls

20 Sneaky Tricks That Call Centre Agents Use to Avoid Calls

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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

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

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 The Phonetic Alphabet and How it Improves Customer Service

The Phonetic Alphabet and How it Improves Customer Service

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Hot Topics : CX - CCaaS - AI - Analytics - WFM

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