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Articles by Megan Jones
Megan is Editor at Call Centre Helper. She first started working for Call Centre Helper in 2013 and has held a number of roles - News Editor, Features Editor and now Editor.
She has visited a large number of award winning contact centres such as Tesco, Lego, BT and AA. She is well respected in the industry.
Connect with Megan on
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Contact Centres Struggle With Planning Digital Channels
An Introduction to… Quality Management Technology
Only a Quarter of Contact Centres Have an AI Strategy in Place
An Introduction to… Gamification
How to Manage Big Changes Well in the Contact Centre
An Introduction to… Post-Call Surveys
Helpdesk 101 – An Introduction to Helpdesk Technology
What to Look for When Buying a Dialler
Bottom Quartile Management – How to Boost Your Lowest Performers
What is Attrition Rate and How to Calculate It
How Can CX Improve the Contact Centre?
Ventana 2023 Buyers Guide for Contact Centre Suites Released
An Introduction to Call Scripting
Gartner Magic Quadrant for CCaaS 2023
25 Ways to Proactively Spot Your Customers’ Pain Points
Top 10 Customer Experience KPIs
Courtesy Calls: A Great Way to Enhance CX
35 Surefire Ways to Demotivate Your Best Agents
The Top 10 Call-Closing Statement Examples
What Does Voice and Non-Voice Process Mean in Business Process Outsourcing (BPO)?
Recorded Webinar: Simplifying and Automating the Contact Centre
15 Example Probing Questions to Better Understand Your Customers
What Is Customer Rapport? And 15 Ways to Build It
12 Inspiring Tactics for Sharing the Call Centre With the Wider Company
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Editor's Pick
F*** This! How to Make Sure Your Chatbots Don’t Swear at Customers
The Essential Guide to WFM – Key Features to Look For
21 Amazing Habits to Foster in Your Frontline Agents
How to Develop Empathy as a Skill in Your Frontline Teams
Latest Resources
Report: The Inner Circle Guide to Omnichannel Workforce Optimization
eBook: How to Foster Innovation in a Hybrid Contact Centre
Upcoming Events
Unified Communications EXPO Manchester (UCX)
Wed 22 May 2024
How to Remain Compliant Whilst Driving B2C Outbound Sales – Webinar
Thu 23 May 2024
Latest Insights
Enhancing Trust in AI Through Knowledge Management
The Role of AI Science in a World of Democratized AI
Featured Articles
The Key Elements of a CX Lifecycle and Ways to Improve It
21 Ways to Say “I’m Sorry” and Apologize to a Customer for Bad Service
What is Attrition Rate and How to Calculate It
The Top 10 Call-Closing Statement Examples
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