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A range of articles on various topics which include videos

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A picture of reducing average handling time (AHT)
32 Tips for Reducing Average Handling Time (AHT)
Kim Ellis How to Use the Sandwich Technique
Video: How to Use the Sandwich Technique for Customer Service
A photo of someone choosing an upward facing arrow
20 First Call Resolution Tips (FCR)
Robot hand with the question what is the difference between chatgpt, llms and generative ai
Video: The Difference Between ChatGPT, LLMs, and Generative AI
Correlate Marketing Activities video cover
Video: Why Your Forecasters Should Always Talk to Marketing
Video Cover for Jonty Pearce explaining the AHT Glidepath
Video: The AHT Glidepath – Track Agent Onboarding
2024 Contact Centre Predictions
Expert Predictions: What Will 2024 Bring for Contact Centres?
Forecasting basics video cover
Video: Getting Started With Forecasting
Empathy Statement Examples Video Cover Chris Mounce
Video: 4 Examples of Customer Service Empathy Statements
Whole and burnt matches on red background
Video: What Is Call Centre Agent Burnout and What Are the Signs?
Correlating Quality Assurance and NPS to Drive Shareholder Value
Person sitting in office in front of laptop and rejoicing in success
Reducing Colleague Attrition
Technology Explained What is a Chatbot
Video: What Is a Chatbot?
Reducing and cutting cost concept with scissors with the word cost
How to Reduce the Cost to Serve by Removing Manual Tasks
Maximum Occupancy the Most Common Resource Planning Mistake
Video: Maximum Occupancy – The Most Common Resource Planning Mistake
10 Experts Share Their Favourite Advice for... Remote Working
Video: Remote Working – 10 Experts Share Their Favourite Advice
What is WFM cover image
Video: What Is WFM?
What is a CX Code
Video: What Is a Customer Experience Code?
Metrics displayed on monitor illustration
Video: How British Gas Are Using Metrics in Their Contact Centre
An analytics dashboard with charts, metrics and KPI to analyze performance
Video: Agent Performance Tracking and the Best Metrics
Customer Personas written in front of lots of headshots
Video: Using Personas in Customer Journey Mapping
What is Quality Assurance and Why it Matters video cover
Video: What Is QA and Why Does It Matter?
Teamwork and trust concept with paper people joined together holding gold star
Contact Centre Data You Can Trust
What are some Challenges to QA Video Cover
Video: What Are Some Challenges to QA?
 
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