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Articles by Rachael Trickey
Rachael Trickey first joined Call centre Helper in 2010. She has acquired extensive knowledge of call centre technology and the key players in the contact centre Industry.
She has a keen attention for detail and reviews many of the published articles for accuracy.
Connect with Rachael on
LinkedIn
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Survey – Give Us Your Feedback and Win a Prize!
What to Do if a Caller Asks You to Call Them Back on a Different Number
What We Heard at Call & Contact Centre Expo 2022
How to Handle Multiple Chat Conversations Effectively
Managing Lateness Within a Contact Centre
What Not to Miss at Call & Contact Centre Expo 2022
Initiatives to Increase Productivity
20 Tips to Simplify Your Self-Service Strategy
Annual Leave and Capacity
Northern Ireland’s Contact Centre Workers Celebrated
What Is Data Governance?
What Is Conversation Tagging?
What Is Customer Data Management?
Replacing Live Chat With Asynchronous Messaging
What Is Unified Customer Experience?
What Is Customer Experience Management (CEM)?
Metrics for Training Agents
How Do You Measure the Productivity of QA Auditors?
What Is Conversational AI?
What Are Virtual Agents?
How Do You Compare Productivity Across Channels?
What Does Average Resolution Time (ART) Mean?
What Is Voice Design?
How Do You Reduce Attrition Rates in Your Contact Centre?
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Editor's Pick
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
Tackle the 3 A’s – Absence, Agent Burnout, and Attrition
Latest Resources
White Paper: Future-Proof Your Contact Center for the Next Generation of Retail CX
eBook: Empowering WFM with AI
Upcoming Events
UK Customer Connect 2024 – Newbury Racecourse
Thu 09 May 2024
Managing Work-Life Balance for Productivity Gains – Webinar
Thu 09 May 2024
Latest Insights
Optimize Occupancy With the Right WFM Solution
Predicting the Future of the Contact Centre: The Conscious Contact Centre as a Service CCCaaS
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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