how to drive cx values and culture in your business
CX Leadership

How to drive CX Values & Culture

Learn how to drive CX Values and culture across your business as Daniel Ord shares the lessons he learnt from running over 60 workshops for one client.

The Challenges with First Contact Resolution in contact centres
Call Centre KPIs & Metrics

First Contact Resolution Metric

It’s sold as a bit like a multi-vitamin that is a cure-all for everything, but there are some real challenges with using the first contact resolution metric

Teaching Team Leaders how to sound like a call centre leader
CX Leadership

How to sound like a call centre leader

Teaching Call Centre Team Leaders to sound like a leader is one of the best ways you can drive culture and performance improvements in your call centre.

Training tips on dealing with difficult customers
Skills & Training

Dealing with difficult customers

We share some great advice and tips on coaching call centre agents with dealing with difficult customers including a great story you can use.

Executives

Why multi-tasking is not productive

What has Tom Cruise got to do with multi-tasking? Turns out Tom is at the very core of a lesson learnt by Daniel Ord on why multi-tasking is not productive when it comes to a call centre as agents try to juggle phone calls, emails, texts, live chat and more!