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Nick Drake-Knight

Nick Drake-Knight

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Five Phrases a Call Centre Manager Should Never Use

Five Phrases a Call Centre Manager Should Never Use

The Five Phrases a Call Centre Manager SHOULD Use

The Five Phrases a Call Centre Manager SHOULD Use

10 Feedback Examples to Improve Contact Centre Performance

10 Feedback Examples to Improve Contact Centre Performance

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

Customer Service Skills: How to Improve Empathy, Active…

Train Team Leaders Well

Train Team Leaders Well

How Do I Improve Call Centre Process Functions?

How Do I Improve Call Centre Process Functions?

How to Deal With a Talkative Customer

How to Deal With a Talkative Customer

How Do I Improve First-Time Resolution?

How Do I Improve First-Time Resolution?

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

Podcast – Contact Centre Coaching: How to Sustain…

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

Recorded Webinar: 7 Ways to Drive Down Repeat Contacts

Recorded Webinar: 7 Ways to Drive Down Repeat Contacts

A Great Way to Do a Coaching Session

A Great Way to Do a Coaching Session

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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

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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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