01:00:33

Call Centre Helper - Webinar Replay: Improving Contact Centre Efficiency

59:42

Call Centre Helper - Webinar Replay: Simplifying and Automating the Contact Centre

57:34

Webinar: Unlocking the Latest WFM Secrets

59:07

Call Centre Helper - Webinar Replay: Treating Vulnerable Customers Fairly

00:55

Ease Agent Stress: Training and Support Help Agents Feel Prepared

00:56

Ease Agent Stress: Empower Agents to Do the Work They Want to Do

01:31

Ease Agent Stress: Increase Agent Freedom and Flexibility

03:53

The Harsh Truth About Using the 3 Strike Rule in the Contact Centre

00:39

Developing Talent in the Contact Centre

01:44

Overlooking Onboarding is a Detriment to Your Contact Centre Culture

02:17

Forecasting Fundamentals: #5 AHT Varies Across the Day

02:32

The AHT Glidepath

01:50

Forecasting Fundamentals: #6 Correlate Marketing Activities

01:10

Scheduling Tips: Take Digital Interactions' Unique Needs into Account

00:56

Scheduling Tips: Constantly Monitor and Improve Your Schedule Efficiency

00:58

Scheduling Tips: Incentivise Proactive Schedule Management with Gamification

03:32

How to Use the Sandwich Technique in Customer Service

01:37

Improve Your Adherence Strategy: Realistic Adherence Targets Set Agents Up for Success

00:47

Improve Your Adherence Strategy: Improve Adherence with Flexible Scheduling

05:04

The Truth About Agent Burnout

03:04

Forecasting Fundamentals: #4 Daily Profiles and Reporting Intervals

01:00

Call Centre Broken Processes: Inconsistent Agent Performance Can Harm CX

01:09

Call Centre Broken Processes: When Failures Aren’t the Agents’ Fault

01:08

Call Centre Broken Processes: Customers Often Share Issues

00:53

Call Centre Broken Processes: Human Error Compromises Sensitive Customer Data

00:54

DE&I Support in the Contact Centre

02:36

Call Centre Broken Processes: The Broken Processes in CX We All Hate (And How to Solve Them)

02:34

What Does Contact Centre Partial Automation Really Mean?

02:28

Respect: The Missing Piece From Your CX Puzzle

02:34

What's Really Stopping Your Talent From Blooming?

02:55

An Easy Step by Step Guide to Creating a Schedule

01:53

How to Choose Which Calls to Evaluate

01:19

Tips to Tackle the 3A's: Don't Make Assumptions About Unsociable Hours

01:19

Tips to Tackle the 3A's: Switch Up Your Agents' Day

02:22

Tips to Tackle the 3A's: Ditch the Rigid Schedules and Publicly Praise

02:27

How to Improve Forecast Accuracy

04:35

Forecasting Fundamentals: #3 The Basics

02:14

Forecasting Fundamentals: #2 Get a 70% Forecast Accuracy with No Skill

01:41

Forecasting Fundamentals: #1 If It's A Forecast... It's Wrong

02:26

How to Calculate 'Not Ready' Rate

02:06

Why Aren’t Organisations Being Customer Centric?

00:49

Why Is It So Important To Be Customer Centric?

02:29

The Chief Experience Officer (CXO) Explained

01:21

How Advisors Can Destress After an Angry Customer

01:41

Optimise and Reduce Call Transfers: Build Context

02:23

Optimise and Reduce Call Transfers: Topic Analysis and Smooth Processes

02:24

Statements for Supporting Bereaved Customers

01:06

Speech Analytics: Better Managing Increases in Volume

03:08

3 Simple Ways to Speed Up After Call Work

01:34

How to Improve NPS

03:13

The Difference Between Occupancy and Utilization

02:18

What's New at NICE in 2024

01:44

What is Self-Service and Why Should Contact Centres Offer It?

02:03

Examples of Customer Service Empathy Statements

02:11

How to Create 'Super Fan' Customers

03:59

3 Ways to Measure Customer Emotion in the Contact Centre

02:53

What's New at 8x8 in 2024

03:12

What's New at Contexta360 in 2024

01:56

What's New at Five9 in 2024

01:08

What's New at MaxContact in 2024