Articles - Videos

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A range of articles on various topics which include videos

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Three cards with cross mark symbol - three strike rule
Video: Using the 3 Strike Rule in the Contact Centre
A picture of two male call centre agents looking at a screen
Call Centre Coaching: Turn Agent Potential Into Performance
A picture of a duck leading the pack
Top Tips to Make Your Team Leaders More Productive
Speed Up AHT Cover
Video: How Can You Speed Up Average Handling Time?
What is the Difference Between a Bot and a Chatbot?
Video: What Is the Difference Between a Bot and a ChatBot?
What is Self-Service and Why Should Contact Centres Offer It?
Video: Self-Service and Why Contact Centres Should Offer It
Effective Ways to Gather Customer and Advisor Feedback
How Artificial Intelligence Can Improve Workforce Management
10 Experts Share Their Favourite Advice on... Call Centre Coaching
Video: Call Centre Coaching – 10 Experts Share Their Favourite Advice
Video call screen with no video
“Your Camera Is Off” and Here’s Why It Shouldn’t Be
5 Tips to Become the Best Call Center Team Leader
Video: 5 Tips to Become the Best Call Centre Team Leader
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Video: Inspire Agents to Improve Their Performance
Chatbot Algorithms Featured Image
Video: What Algorithms Do Chatbots Use?
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Video: What Is ChatGPT?
10 Experts Share Their Favourite Advice on Quality Assurance
Video: Quality Assurance – 10 Experts Share Their Favourite Advice
Colin Mann video cover how to reduce queue time
Video: Tips to Reduce Call Queue Time
What is the difference between CX and customer service
Video: The Difference Between Customer Experience and Customer Service
Who Should Record IVR Messages
Video: Who Should Record IVR Messages?
If it's a forecast it's wrong video cover
Video: If It’s a Forecast – It’s Wrong
The Erlang C Formula
Video: The Erlang C Formula
Defining the Tactical Call Centre Quality Assurance Framework
10 Experts Share Their Favourite Advice on... Call Centre Metrics
Video: Call Centre Metrics – 10 Experts Share Their Favourite Advice
Why FCR Matters Video Cover
Video: Why FCR Matters and How to Measure It
10 Ways to Reduce Average Handling Time (AHT) in the Contact Centre
Video: 10 Ways to Reduce Average Handling Time (AHT) in the Contact Centre
 
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