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Nick Brook

Nick Brook, Senior WFM Consultant / Project Manager, Calabrio

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How to Build Flexible Schedules in the Contact Centre

How to Build Flexible Schedules in the Contact Centre

12 Shift-Planning Techniques

12 Shift-Planning Techniques

The Top Scheduling Challenges and How to Fix Them

The Top Scheduling Challenges and How to Fix Them

Tips, Tools, and Techniques for Contact Centre Forecasting

Tips, Tools, and Techniques for Contact Centre Forecasting

How to Improve Contact Centre Response Time

How to Improve Contact Centre Response Time

How to Motivate Staff and Drive Employee Engagement

How to Motivate Staff and Drive Employee Engagement

10 Tips, Tools, and Techniques for Enhancing Intraday Management

10 Tips, Tools, and Techniques for Enhancing Intraday…

All You Need to Know About Creating Flexible Teams

All You Need to Know About Creating Flexible Teams

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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?

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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

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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

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How To Forward a Voicemail on Any Device

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

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