Charlie Mitchell - Call Centre Helper

Charlie Mitchell

Recent Articles Most Viewed Articles

The Top 20 Webinars

The Top 20 Webinars

How to Handle Contacts From Challenging Customers

How to Handle Contacts From Challenging Customers

Welcome Calls: A Simple Way to Increase Customer Satisfaction

Welcome Calls: A Simple Way to Increase Customer…

The Definitive Guide to Improving Agents’ Customer Service Vocabulary

The Definitive Guide to Improving Agents’ Customer…

5 Examples of Contact Centre Fraud – And How to Prevent Them!

5 Examples of Contact Centre Fraud – And How to Prevent…

How to Provide Closed-Loop Feedback With Employees and Customers

How to Provide Closed-Loop Feedback With Employees and…

Assurance Statements in Customer Service – With Examples

Assurance Statements in Customer Service – With…

How to Use Funnel Questions – With Examples

How to Use Funnel Questions – With Examples

Train Team Leaders Well

Train Team Leaders Well

Contact Centre Benchmarking vs. Balanced Scorecard: Which Is Best?

Contact Centre Benchmarking vs. Balanced Scorecard:…

How to Create the Best Customer Service Survey – With Examples

How to Create the Best Customer Service Survey –…

Six Ideas to Drive Employee Engagement

Six Ideas to Drive Employee Engagement

15 TED Questions for Customer Service – With Examples

15 TED Questions for Customer Service – With Examples

46 Tips for Managing Absence

46 Tips for Managing Absence

What Is the Difference Between an Abandoned, a Missed and a Lost Call?

What Is the Difference Between an Abandoned, a Missed…

Customer Service Language – With Examples

Customer Service Language – With Examples

Tips to Become the Best Call Centre Team Leader

Tips to Become the Best Call Centre Team Leader

How to Calculate Schedule Inefficiency

How to Calculate Schedule Inefficiency

How Can You Automate Your Contact Centre?

How Can You Automate Your Contact Centre?

Customer Segmentation: How to Segment Your Customer Base

Customer Segmentation: How to Segment Your Customer Base

How to Write Good Customer Support Live Chat Scripts – With Examples

How to Write Good Customer Support Live Chat Scripts –…

Contact Centre Shift Patterns: The Latest Findings

Contact Centre Shift Patterns: The Latest Findings

What is a Customer Management Centre?

What is a Customer Management Centre?

An Action Plan for Customer Empathy

An Action Plan for Customer Empathy

Take the “Fear Factor” Out of Agent Role Play

Smarter Ways to Close the Loop on Customer Feedback

Top Games to Reinforce Agent Skills and Knowledge

Netcall and Box Partner to Make Information More Accessible

Five9 to Acquire Level AI in $325 Million Deal

What Contact Centres Are Doing Right Now - 2026 Edition

White Paper: Three Ways to Make Automated Customer Experiences More Human

Upcoming Events

10th November 2026

Future-Ready Planning: Trends and Skills for Modern Planners – Webinar

11th November 2026

Preparing for 2027: What the Latest Research Tells Us – Webinar

The Discipline Behind Achieving a ‘Return on Intelligence’

7 Outbound Dialler Features You Need In Your Call Centre

Upcoming Webinars

Webinar: Are These Adoption Mistakes Derailing Your AI Strategy?

Webinar: 10 Ways to Make 2027 a CX Success