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Rob Wilkinson

Rob Wilkinson is a Customer Obsessed Contact Centre Expert, SaaS Geek. and CX & EX Champion.

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7 Predictions for 2025: What Does Next Year Hold for the Contact Centre?

7 Predictions for 2025: What Does Next Year Hold for the…

16 Ways to Reduce AHT – Without Damaging the Customer Experience

16 Ways to Reduce AHT – Without Damaging the Customer…

Top 10 Ideas to Boost Contact Centre Efficiency

Top 10 Ideas to Boost Contact Centre Efficiency

21 Practical Techniques to Boost Customer Satisfaction in Six Weeks

21 Practical Techniques to Boost Customer Satisfaction…

2 Minutes On… How Employee Engagement Drives Customer Experience

2 Minutes On… How Employee Engagement Drives…

Movers and Shakers – February 2016

Movers and Shakers – February 2016

An Introduction to… Voice Biometrics

An Introduction to… Voice Biometrics

The Best Ways to Handle Customer Feedback

The Best Ways to Handle Customer Feedback

Are You Making These Classic Outbound Dialling Mistakes?

Are You Making These Classic Outbound Dialling Mistakes?

How Do I.. Capture the Voice of the Customer?

How Do I.. Capture the Voice of the Customer?

What to Look for When Buying… A WFM Solution

What to Look for When Buying… A WFM Solution

Contact Centre Experts 2014 – Who Have We Missed?

Contact Centre Experts 2014 – Who Have We Missed?

Awards Finalists Announced

Awards Finalists Announced

Recorded Webinar: The DNA of a Successful Contact Centre

Recorded Webinar: The DNA of a Successful Contact Centre

Training Cheat Sheet – Motivating Teams

Training Cheat Sheet – Motivating Teams

Training Cheat Sheet – Managing Performance

Training Cheat Sheet – Managing Performance

Training Cheat Sheet – Influence

Training Cheat Sheet – Influence

Recorded Webinar: Critical Link between Agent Satisfaction and Customer Experience

Recorded Webinar: Critical Link between Agent…

Training Cheat Sheet – Creating Advocates

Training Cheat Sheet – Creating Advocates

Training Cheat Sheet – Coaching

Training Cheat Sheet – Coaching

Training Cheat Sheet – Building Great Rapport

Training Cheat Sheet – Building Great Rapport

Training Cheat Sheet – Handling Customer Objections

Training Cheat Sheet – Handling Customer Objections

Training Cheat Sheet – Effective Sales Questioning

Training Cheat Sheet – Effective Sales Questioning

Training Cheat Sheet – Closing Techniques

Training Cheat Sheet – Closing Techniques

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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