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Nick Drake-Knight

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10 Ways to Create More Confident Agents

10 Ways to Create More Confident Agents

How to Make the Best Use of Coaching Time

How to Make the Best Use of Coaching Time

A Great Way to Do a Coaching Session

A Great Way to Do a Coaching Session

Train Team Leaders Well

Train Team Leaders Well

10 Feedback Examples to Improve Contact Centre Performance

10 Feedback Examples to Improve Contact Centre Performance

How to Deal With a Talkative Customer

How to Deal With a Talkative Customer

Customer Service Skills: How to Improve Empathy, Active Listening and Knowledge

Customer Service Skills: How to Improve Empathy, Active…

Podcast – Contact Centre Coaching: How to Sustain Learning and Make it Fun!

Podcast – Contact Centre Coaching: How to Sustain…

Recorded Webinar: 7 Ways to Drive Down Repeat Contacts

Recorded Webinar: 7 Ways to Drive Down Repeat Contacts

The Five Phrases a Call Centre Manager SHOULD Use

The Five Phrases a Call Centre Manager SHOULD Use

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Top Stories

What’s Really Compromising Empathy in Customer Service?

How to Thrive Through Seasonal Peaks

Stop Driving Up Your Sickness Levels!

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

8×8 Enters a Strategic Partnership With ULAP

Talkdesk Secures Top Spots in G2 Fall 2025 Reports