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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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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Need to Reduce Call Transfers? Try These Approaches
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What to Include in a Business Case for New Technology
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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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Our Top Use Cases for AI in Customer Service
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Top Call Centre Planning Challenges and How to Handle Them
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18 Simple Ideas to Reduce Your Abandon Rate
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What Is Wrap Time and How Can I Reduce It?
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How to Meet the Recent FCA Consumer Duty Requirements
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Key Signs of Broken Processes (and How to Fix Them)
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The Biggest Problems Facing Contact Centres Today
The Benefits, Challenges and Best Practices of First Call Resolution
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How to Keep Your Knowledge Base Up to Scratch
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The Best Metrics for Contact Centre Performance Tracking
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Why Is Omnichannel Customer Service Important?
Video Image: What Is Conversation Analytics?
Understanding Conversation Analytics
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Top Ways Tech Can Help With Cutting Contact Centre Costs
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Stop Spamming! 10 Better Ways to Collect Customer Feedback
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11 Tips and Tools to Improve Call Centre Quality Assurance (QA)
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Time-Saving Hacks for Quality Monitoring