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The Contact Centre Podcast

Jan 27, 2020

John Casey, a Resource Planning Expert at CCplanning, discusses how we can help to prevent and manage periods of unexpectedly high contact volumes in the call centre.

In our conversation, we also talk about factoring absenteeism into our forecasts, the link between scheduling and employee engagement, as well as sharing...


Jan 20, 2020

Jo Hale, a greatly experienced Customer Contact Director, shares great insights into overcoming those common challenges that we all face when managing the contact centre.

In our discussion, we also share expert tips to improve communication across the contact centre, secure more budget and lower attrition, as well as...