Dean Couchman Archives - Contact Centre Helper

Dean Couchman

Dean Couchman, Consulting Lead for the UK at Peopleware.

Connect with Dean on LinkedIn

Recent Articles Most Viewed Articles

Improving Abandon Rate – From Wait Time to Win Time

Improving Abandon Rate – From Wait Time to Win Time

15 Proven Tactics to Reduce Abandon Rate

15 Proven Tactics to Reduce Abandon Rate

Post COVID-19 – Finding the New Normal

Post COVID-19 – Finding the New Normal

Recorded Webinar: Master-Class in Resource Planning

Recorded Webinar: Master-Class in Resource Planning

Recorded Webinar: Best Practices in Workforce Management

Recorded Webinar: Best Practices in Workforce Management

Recorded Webinar: Forecasting Masterclass

Recorded Webinar: Forecasting Masterclass

Recorded Webinar: Seven Strategies to Improve Adherence and Attendance

Recorded Webinar: Seven Strategies to Improve Adherence…

Recorded Webinar: Top 5 Workforce Management Myths

Recorded Webinar: Top 5 Workforce Management Myths

Recorded Webinar: Forecasting and Planning a Multi-Skilled Workforce

Recorded Webinar: Forecasting and Planning a…

Are Your Team Leaders Too Busy Chasing Metrics?

Could Your Contact Centre Be Risking a Fine After 2nd August?

Is a Competency Framework Your Answer to Attrition?

Zoom Expands Revenue Accelerator With New AI Sales Features

UJET Tops Info-Tech’s 2026 Midmarket CCaaS Rankings

Guide: White Paper Test Jo

Guide: How to Build a Virtual Agent Your Customer Will Want to Use

Upcoming Events

4th August 2026

23rd August 2026

Contact.io Conference

How Automated Call Handling Improves Contact Centre ROI

Knowledge Automation: What Other Vendors Won’t Tell You

Upcoming Webinars

Webinar: How to Improve Trust in Automated Quality Monitoring

Webinar: 10 New Tactics to Boost Your C-SAT

Webinar: Are You Wasting Your CX Data’s Potential?