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The Contact Centre Podcast

Apr 27, 2020

Doug Casterton, a Senior WFM Manager, shares some key pieces of advice, which he has learned through great experience, in how to increase resource planning efficiency and employee engagement.

In our conversation, we also talk about boosting forecast accuracy, designing shift patterns and the personal qualities...


Apr 20, 2020

Thomas Laird, host of the podcast “Advice from a Call Centre Geek”, discusses the traits of an excellent contact centre and how you can stand out from the crowd.  

In our conversation, we also talk about how to improve contact centre culture, share tips to create a unique customer experience and give examples of how...