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The Forum

Discover and explore our The Forum content collection, including articles, blogs, news stories, case studies, resources and more.

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10 Catchy Greeting Examples for Customer Service

10 Catchy Greeting Examples for Customer Service

The Top 10 Call-Closing Statement Examples

The Top 10 Call-Closing Statement Examples

Erlang Calculation – An Introduction

Erlang Calculation – An Introduction

What Does Good Customer Service Look Like?

What Does Good Customer Service Look Like?

61 Top Tips for Workforce Management Technology

61 Top Tips for Workforce Management Technology

The Top Call Centre Forecasting Models

The Top Call Centre Forecasting Models

43 Things You Should NOT Do With Your IVR Messages

43 Things You Should NOT Do With Your IVR Messages

How Many Calls Should an Outbound Agent Make

How Many Calls Should an Outbound Agent Make

Types of Outbound Dialer

Types of Outbound Dialer

Top Tips for Improving Contact Centre Shrinkage

Top Tips for Improving Contact Centre Shrinkage

Ofcom Regulations

Ofcom Regulations

The Top 10 most respected Call Centre People – 2009

The Top 10 most respected Call Centre People – 2009

How to Deal with Long Queues in the Contact Centre

How to Deal with Long Queues in the Contact Centre

The Forum

The Forum

12 Top Tips to Reduce Inbound Call Volumes

12 Top Tips to Reduce Inbound Call Volumes

Which KPIs Do I Need for Contact Centre WFM?

Which KPIs Do I Need for Contact Centre WFM?

Answer Machine Detection

Answer Machine Detection

10 Things They Won’t Tell You About Live Chat

10 Things They Won’t Tell You About Live Chat

An Introduction to… Workforce Management Applications

An Introduction to… Workforce Management…

Choosing a Speech Analytics Solution

Choosing a Speech Analytics Solution

20 Things Advisors Can Do to Improve the Customer Experience

20 Things Advisors Can Do to Improve the Customer…

FAQs – Call Forecasting With Spreadsheets

FAQs – Call Forecasting With Spreadsheets

How Are Contact Centres Getting More Their WFM Systems?

How Are Contact Centres Getting More Their WFM Systems?

What are the Best Ways to Use Contact Centre Wallboards?

What are the Best Ways to Use Contact Centre Wallboards?

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