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Dougie Cameron

Dougie Cameron specialises in multi-site operations leadership, customer experience transformation, strategic planning, outsourcing strategy, workforce planning and more.

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What is Call Centre Shrinkage and How to Calculate It?

What is Call Centre Shrinkage and How to Calculate It?

Workforce Management Guide

Workforce Management Guide

What Does Good Customer Service Look Like?

What Does Good Customer Service Look Like?

How to Handle Escalation Calls

How to Handle Escalation Calls

Workforce Planning: 20 Fundamental Rules

Workforce Planning: 20 Fundamental Rules

10 Ways to Reduce New Employee Attrition

10 Ways to Reduce New Employee Attrition

Should Advisors Be Allowed to Eat at Their Desks?

Should Advisors Be Allowed to Eat at Their Desks?

Workforce Optimisation: 11 Ways to Improve Your Contact Centre Schedules

Workforce Optimisation: 11 Ways to Improve Your Contact…

7 Simple Strategies to Increase Staff Motivation In the Contact Centre

7 Simple Strategies to Increase Staff Motivation In the…

How to Avoid Schedule Dissatisfaction

How to Avoid Schedule Dissatisfaction

10 Ways to Control Contact Centre Attrition

10 Ways to Control Contact Centre Attrition

How to Calculate Customer Profitability

How to Calculate Customer Profitability

What Is Attrition?

What Is Attrition?

Why Queuing Isn’t Just About the Numbers

Why Queuing Isn’t Just About the Numbers

Why the Boss is the Weakest Link in the Contact Centre

Why the Boss is the Weakest Link in the Contact Centre

Recorded Webinar: How to Measure Employee Engagement

Recorded Webinar: How to Measure Employee Engagement

Recorded Webinar: Let’s Chat… About Forecasting

Recorded Webinar: Let’s Chat… About…

Recorded Webinar: Latest Trends in Performance Management and Quality

Recorded Webinar: Latest Trends in Performance…

Call Centre Conference 2016 – The Photos

Call Centre Conference 2016 – The Photos

One Week Until Call Centre Conference 2016

One Week Until Call Centre Conference 2016

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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?

Featured Webinars

Webinar: Balancing Efficiency with Empathy in Customer Service

Webinar: Boosting Customer Satisfaction in Contact Centres

Webinar: Responsible AI in Customer Interactions – Compliance Without Compromise