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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

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What’s Really Compromising Empathy in Customer Service?

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Stop Driving Up Your Sickness Levels!

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8×8 Enters a Strategic Partnership With ULAP

Talkdesk Secures Top Spots in G2 Fall 2025 Reports

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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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8×8 Enters a Strategic Partnership With ULAP

Talkdesk Secures Top Spots in G2 Fall 2025 Reports