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Articles - Videos
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A range of articles on various topics which include videos
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32 Tips for Reducing Average Handling Time (AHT)
Video: How to Use the Sandwich Technique for Customer Service
20 First Call Resolution Tips (FCR)
Video: The Difference Between ChatGPT, LLMs, and Generative AI
Video: Why Your Forecasters Should Always Talk to Marketing
Video: The AHT Glidepath – Track Agent Onboarding
Expert Predictions: What Will 2024 Bring for Contact Centres?
Video: Getting Started With Forecasting
Video: 4 Examples of Customer Service Empathy Statements
Video: What Is Call Centre Agent Burnout and What Are the Signs?
Correlating Quality Assurance and NPS to Drive Shareholder Value
Reducing Colleague Attrition
Video: What Is a Chatbot?
How to Reduce the Cost to Serve by Removing Manual Tasks
Video: Maximum Occupancy – The Most Common Resource Planning Mistake
Video: Remote Working – 10 Experts Share Their Favourite Advice
Video: What Is WFM?
Video: What Is a Customer Experience Code?
Video: How British Gas Are Using Metrics in Their Contact Centre
Video: Agent Performance Tracking and the Best Metrics
Video: Using Personas in Customer Journey Mapping
Video: What Is QA and Why Does It Matter?
Contact Centre Data You Can Trust
Video: What Are Some Challenges to QA?
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