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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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What Is Closed-Loop Feedback?
What Does No Call No Show Mean?
What Is Agent Ramp-Up Time?
What Is Customer Centricity?
What Are Probing Questions?
What Is Positive Scripting?
The Customer Experience Checklist
Staff Engagement Checklist
What Is WFM – Workforce Management?
What Is the Best Way to Coach a Phone Call?
How Organizations Are Differentiating on Digital With AI
Speech Analytics Checklist
What Is CSAT?
15 Tips for Driving Down Repeat Contacts
What Is Adherence?
What Is Rapport?
What Is Utilization?
What Is Occupancy?
What Is Shrinkage?
What Is DSAT ?
What Is Average Handling Time (AHT)?
What Is ACW?
What Is POC?
First Call (Contact) Resolution (FCR)
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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
eBook: CCaaS and Customer Service Automation for Zendesk
Survey: Contact Centre Health Initiatives for Senior Employees
Upcoming Events
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Wed 22 May 2024
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Thu 23 May 2024
Latest Insights
The Cloud-Based Contact Center Era Is Here
Top Contact Centre Trends for 2024
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The Key Elements of a CX Lifecycle and Ways to Improve It
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