Articles - Frank Sherlock

Frank Sherlock is the VP for CallMiner International, responsible for expanding CallMiner customer footprint in the region.

He has worked in and around the contact centre and customer experience space for the last 20 years, including holding senior roles in companies.

Connect with Frank on LinkedIn

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Trends Transforming Cloud Contact Centres
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Which KPIs Do I Need for Contact Centre WFM?
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Is AI Really a Game-Changer in Knowledge Management?
Shift Planning Calendar
12 Shift-Planning Techniques
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Goodwill Gestures for Better Customer Relationships
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Remote Staff Engagement: 9 Strategies to Make Your Team Smile
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A Checklist for Implementing… Performance Management Tools
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Ways to Make Working in a Contact Centre Fun
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23 Key Processes Call Centre Automation Can Simplify
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28 Brilliant Hacks to Improve Contact Centre Efficiency
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Need to Reduce Call Transfers? Try These Approaches
Super-Agents: The Top Ten Qualities of Great Contact Centre Agents
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What to Include in a Business Case for New Technology
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How Can I Improve the Productivity of Gen Z and Millennial Advisors?
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16 Contact Centre Technology Innovations That You Can’t Ignore
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18 Goodwill Gestures to Build Better Employee Relationships
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Building a Customer Experience Audit
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How to Deliver Bad News in Customer Service
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Top Tactics to Improve First Contact Resolution (FCR)
15 Proven Tactics to Reduce Abandon Rate
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What Are Intelligent Contact Centres Doing Right Now?
Webinar advert intelligent automation, 26 Feb 2026
Webinar – Intelligent Automation: The Next CX Advantage
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Our Top Use Cases for AI in Customer Service
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Top Call Centre Planning Challenges and How to Handle Them