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Dave Vernon

Dave Vernon, The Forum

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Contact Centre Predictions for 2025

Contact Centre Predictions for 2025

How to Avoid the Fairness Trap When Creating Schedules

How to Avoid the Fairness Trap When Creating Schedules

Recorded Webinar: How to Build Flexibility into Call Centre Schedules

Recorded Webinar: How to Build Flexibility into Call…

20 Great Ways to Drive Down Customer Complaints

20 Great Ways to Drive Down Customer Complaints

The Power of One

The Power of One

Outbound Dialling Using Answer Machine Detection: Banned or Not?

Outbound Dialling Using Answer Machine Detection: Banned…

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Top Stories

How to Deal with That Awkward Agent

7 Ways You’re Punishing Your Best Agents Right Now

Is Flexible Working a Dying Perk in the Contact Centre?

Latest News

8×8 Enters a Strategic Partnership With ULAP

Talkdesk Secures Top Spots in G2 Fall 2025 Reports

Resources

Guide: The QA Manager’s 7-Step Guide to Survive Black Friday

Research: The Future of AI-Powered Experiences

Upcoming Events

9th October 2025

Why Waiting for Reports is Killing Your CX (and How AI Fixes It) – Webinar

24th September 2025

From Insight to Impact: The Next Era of CX and AI Leadership – Webinar

Latest Blogs

How To Forward a Voicemail on Any Device

What is Sentiment Analysis, and How Can it Improve CX?

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Webinar: Boosting Customer Satisfaction in Contact Centres

Webinar: Responsible AI in Customer Interactions – Compliance Without Compromise