Articles

Definitions of key contact centre terms and phrases. Also found in our Contact Centre Jargon Glossary.

Card saying Dear Mr Smith

317,598

“Dear Valued Customer” – 12 Steps to Writing a Great Customer Letter

4,686

“I know what my problems are…but I don’t know how to solve them”

A cartoon of an difficult customer

11,777

“I’d Like to Speak to a Manager” – 7 Ways to Deal With Difficult Customers

2,284

1 in 5 Contact Centres Could Covert 30%+ of Their Traffic to Self Service

1,422

1 in 5 Contact Centres Have an Email Service Level of More Than One Day

4,820

10 Best Practice Ideas to Improve Your CRM System

11,837

10 Best Practices for Quality Monitoring

43,689

10 Best Practices to Improve Customer Service Live Chat

4,981

10 Bits of Best Practice Advice

A picture of someone walking up a hill

1,126

10 Career Progression Opportunities to Offer Your Team

A photo of an office team having fun a Christmas

5,749

10 Christmas Customer Service Ideas for Festive Fun!

22,450

10 Closing Techniques for Inbound Sales Advisors

3,283

10 Common Mistakes to Avoid With Your Agent Desktop

2,860

10 Contact Centre Technology Predictions for 2017

Questioning Techniques

376,683

10 Effective Questioning Techniques for Customer Service

A picture of a goal/target on a board

2,412

10 Employee-Focused Customer Service Goals

Cheerful smiling colleagues working with papers and discussing project while sitting at the table

5,911

10 Essential Skills for Every Contact Centre Manager

2,767

10 Examples of YouTube for Self-Service

118,659

10 Exceptional Customer Service Examples

A photo of a smiling balloons

15,505

10 Fun Customer Service Activities That Will Make Your Staff Smile

Party backgrounds with colorful confetti, streamers and gift box.

19,207

10 Fun Ideas for Customer Appreciation Day

olympic medals

49,458

10 Fun Ways to make Office Olympics Games

A picture of fruit in sunglasses

10,235

10 Fun Ways to Motivate Your Agents

A phot of someone pointing to a speech bubble

11,454

10 Good Feedback Examples to Improve Contact Centre Performance

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