Articles - Videos

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)
The Secrets to Writing Better Customer Emails video cover
Video: The Secrets to Writing Better Customer Emails
QA Sample Size Video Cover
Video: What’s the Best Sample Size for Quality Scoring?
2024 Contact Centre Predictions
Expert Predictions: What Will 2024 Bring for Contact Centres?
Three cards with cross mark symbol - three strike rule
Video: Using the 3 Strike Rule in the Contact Centre
Robot hand with the question what is the difference between chatgpt, llms and generative ai
Video: The Difference Between ChatGPT, LLMs, and Generative AI
Video Cover for Jonty Pearce explaining the AHT Glidepath
Video: The AHT Glidepath – Track Agent Onboarding
A photo of someone choosing an upward facing arrow
20 First Call Resolution Tips (FCR)
Forecasting basics video cover
Video: Getting Started With Forecasting
AHT and Call Distribution video cover
What’s Really Skewing Your Forecasting
Kim Ellis How to Use the Sandwich Technique
Video: How to Use the Sandwich Technique for Customer Service
What is a Customer Experience (CX) Chain
Video: What Is a Customer Experience Chain?
Darts on target should you remove aht video cover
Video: Should You Remove Average Handling Time (AHT) as an Agent Target?
What is WFM cover image
Video: What Is WFM?
Social media and chat illustration
Get Up To Speed: The Latest on Messaging, Social Media, and Video
Video: What Is Customer Analytics?
Teamwork and trust concept with paper people joined together holding gold star
Contact Centre Data You Can Trust
EPIC Customer Service Explained Video Cover
Video: EPIC Customer Service Explained
Empathy Statements Explained Video Cover
Video: What’s the Difference Between Empathy and Sympathy?
What is Conversation Analytics?
Video: What Is Conversation Analytics?
What is Self-Service and Why Should Contact Centres Offer It?
Video: Self-Service and Why Contact Centres Should Offer It
An analytics dashboard with charts, metrics and KPI to analyze performance
Video: Agent Performance Tracking and the Best Metrics
Shrinkage Russian dolls decreasing in size
Video: Workforce Management (WFM) and Shrinkage
A picture of a duck leading the pack
Top Tips to Make Your Team Leaders More Productive
 
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