The Top 20 Videos

Over the last 20 years we’ve shared 381 videos with our audience.

Here are the top twenty videos, according to the viewing figures figures. Enjoy!

1. 15 Tips to Improve First Call Resolution in the Call Centre

A presentation by Jonty Pearce, Editor of Call Centre Helper, looking at 15 tips of how to improve first call resolution and improve call avoidance.

130K views

2. Workforce Management WFM and Shrinkage

A look at how shrinkage impacts the contact centre world. Interviews with a number of workforce management (WFM) experts.

18K views

3. 10 Ways to Reduce Average Handling Time (AHT) in the Contact Centre

We share some of our favourite ideas for how contact centres can reduce Average Handling Time (AHT).

Many of these ideas originate from his popular Call Centre Helper article: How to Safely Knock 20 Seconds Off Your Average Handling Time (AHT).

10K views

4. Call Centre Hints and Tips

We asked a range of contact centre managers for their call centre hints and tips.

6.5K views

5. Call Centre Metrics

A look at how British Gas are using metrics in their contact centre.

Looks at the use of KPIs in the call centre and in particular Net Promoter and Customer Effort Scores.

5.7K views

6. The Erlang C Formula

Call Centre Helper’s Editor Jonty Pearce explains the Erlang C Formula.

3K views

7. 5 Tips to Become the Best Call Centre Team Leader

We share some of our favourite ideas for becoming a great call centre team leader.

2.9K views

8. The Power of Words and Language

Sandra Thompson talks about the importance of being conscious about the words you say to the customer.

2.2K views

9. 5 Tips for Workforce Management WFM Technology

5 tips to get better use out of WFM technology in the call centre.

Presented by Jonty Pearce, Editor of Call Centre Helper.

2.1K views

10. What Algorithms Do Chatbots Use?

Steven Harris at Odigo and Stuart Dorman at Sabio explain some of the algorithms chatbots use.

1k views

11. Reward and Recognition

Jonty Pearce interviews two call centre managers about how they provide reward and recognition for their employees.

938 views

12. What Is Speech Analytics?

MJ Johnson at CallMiner, David Samuel at Contexta360, and Sean McIver at MaxContact explain what speech analytics is.

839 views

13. 10 Experts Share Their Favourite Advice on… Call Centre Coaching (Part 1)

To watch part two, visit: 10 Experts Share Their Favourite Advice on… Call Centre Coaching (Part 2)

652 views

14. Examples of Tone of Voice in Action

You can see an example of the contrast between the warmer ‘language of love’ and sharp ‘nasal tone’ in this short video clip from Clinton Jordan.

570 views

15. North West Contact Centre Awards

Ai Claims won the Best Contact Centre of the Year (over 50 seats) in the NorthWest Contact Centre Awards.

Jonty Pearce interviews Juliette Brown and also Martin Stacey (one of the judges) to find out why.

Initiatives included setting up a talent academy, as well as individual briefings by the Chief Executive with all employees.

521 views

16. 10 Experts Share Their Favourite Advice on Quality Assurance (Part 1)

To watch part two, visit: 10 Experts Share Their Favourite Advice on Quality Assurance (Part 2)

493 views

17. 10 Experts Share Their Favourite Advice on… Call Centre Coaching (Part 2)

To catch up on part one, simply follow this link: 10 Experts Share Their Favourite Advice on… Call Centre Coaching (Part 1)

447 views

18. Beware of Watermelon Metrics

Sarah Morgan at Luceat Consulting explores the concept of Watermelon Metrics and why contact centres need to be mindful of the metrics they use.

420 views

19. What Is WFM?

Alex O’Donovan at Business Systems, Paul Turner at Genesys and Nikki Quinn at Playvox explain what WFM is in the contact centre.

417 views

20. What Is the Difference Between WFM, WFO and WEM?

Dave Hoekstra at Calabrio and Paul Turner at Genesys discuss the key difference between workforce management (WFM), workforce optimisation (WFO) and workforce engagement management (WEM).

338 views

We hope that you found each of these videos insightful. Stay tuned as we look to create even more in 2023. And remember to subscribe to our newsletter if you don’t want to miss out!

Viewing stats are taken from YouTube.

Author: Rachael Trickey