Articles - Videos

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A range of articles on various topics which include videos

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QA Sample Size Video Cover
Video: What’s the Best Sample Size for Quality Scoring?
AHT and Call Distribution video cover
What’s Really Skewing Your Forecasting
Three cards with cross mark symbol - three strike rule
Video: Using the 3 Strike Rule in the Contact Centre
Correlate Marketing Activities video cover
Video: Why Your Forecasters Should Always Talk to Marketing
Kim Ellis How to Use the Sandwich Technique
Video: How to Use the Sandwich Technique for Customer Service
Video Cover for Jonty Pearce explaining the AHT Glidepath
Video: The AHT Glidepath – Track Agent Onboarding
Concept of teamwork organization
QStory and NatWest Improve Customer and Colleague Experience
Person sitting in office in front of laptop and rejoicing in success
Reducing Colleague Attrition
Forecasting basics video cover
Video: Getting Started With Forecasting
How to Improve Forecast Accuracy video cover with Chris Dealy
Video: How to Improve Forecast Accuracy
If it's a forecast it's wrong video cover
Video: If It’s a Forecast – It’s Wrong
Empathy Statement Examples Video Cover Chris Mounce
Video: 4 Examples of Customer Service Empathy Statements
2024 Contact Centre Predictions
Expert Predictions: What Will 2024 Bring for Contact Centres?
Colin Mann video cover how to reduce queue time
Video: Tips to Reduce Call Queue Time
Reducing and cutting cost concept with scissors with the word cost
How to Reduce the Cost to Serve by Removing Manual Tasks
What is Self-Service and Why Should Contact Centres Offer It?
Video: Self-Service and Why Contact Centres Should Offer It
Video call screen with no video
“Your Camera Is Off” and Here’s Why It Shouldn’t Be
Teamwork and trust concept with paper people joined together holding gold star
Contact Centre Data You Can Trust
Empathy Statements Explained Video Cover
Video: What’s the Difference Between Empathy and Sympathy?
Tips to Reduce Repeat Contacts Video Cover
Video: Tips to Reduce Repeat Contacts
Social media and chat illustration
Get Up To Speed: The Latest on Messaging, Social Media, and Video
What are some tips for improving quality assurance (QA)? video cover
Video: How to Improve Your QA
Why FCR Matters Video Cover
Video: Why FCR Matters and How to Measure It
What are some Challenges to QA Video Cover
Video: What Are Some Challenges to QA?
 
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