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Jo Hale

Jo Hale, Customer, Leadership and Change Coach

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The Top 20 Webinars

The Top 20 Webinars

Recorded Webinar: Driving Down Repeat Contact

Recorded Webinar: Driving Down Repeat Contact

Train Team Leaders Well

Train Team Leaders Well

Improve Customer Experience: 5 Strategies That You NEED to Try

Improve Customer Experience: 5 Strategies That You NEED…

Series Three of The Contact Centre Podcast Is Now Available in Full

Series Three of The Contact Centre Podcast Is Now…

Podcast – Top Contact Centre Problems and How To Solve Them

Podcast – Top Contact Centre Problems and How To…

The Contact Centre Podcast – Series 3 Is Here!

The Contact Centre Podcast – Series 3 Is Here!

Series Two of The Contact Centre Podcast Is Now Available in Full

Series Two of The Contact Centre Podcast Is Now…

10 Metrics to Help You Measure the Customer Experience

10 Metrics to Help You Measure the Customer Experience

The Contact Centre Podcast: Catch-up with Every Episode So Far!

The Contact Centre Podcast: Catch-up with Every Episode…

Recorded Webinar: The Latest Thinking on Contact Centre Metrics (2019)

Recorded Webinar: The Latest Thinking on Contact Centre…

5 Steps to World-Class Customer Service

5 Steps to World-Class Customer Service

Recorded Webinar: How to Be World Class at Customer Service

Recorded Webinar: How to Be World Class at Customer…

Customer Contact Innovation Award Winners Announced Last Night

Customer Contact Innovation Award Winners Announced Last…

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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