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Articles - Charlie Mitchell

A call centre agent in an office wearing a headset and glasses

How to Handle Contacts From Challenging Customers

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The Definitive Guide to Improving Agents’ Customer Service Vocabulary

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

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How to Provide Closed-Loop Feedback With Employees and Customers

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Assurance Statements in Customer Service – With Examples

Funnel Questions for Customer Service

How to Use Funnel Questions – With Examples

Train Team Leaders Well

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

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How to Create the Best Customer Service Survey – With Examples

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Six Ideas to Drive Employee Engagement

TED Questions for Customer Service

15 TED Questions for Customer Service – With Examples

46 Tips for Managing Absence

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

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Customer Service Language – With Examples

Video Image: 5 Tips to Become the Best Call Centre Team Leader

Tips to Become the Best Call Centre Team Leader

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How to Calculate Schedule Inefficiency

How Can You Automate Your Contact Centre?

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Customer Segmentation: How to Segment Your Customer Base

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

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What is a Customer Management Centre?

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An Action Plan for Customer Empathy

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Coaching Talkative Advisors to Provide Better Customer Service

How to Create a Customer Balanced Scorecard – with Template and Examples

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A Guide to Call Disposition Codes