Translate
Menu
Home
Articles +
Articles
Hints and Tips
Customer Experience
Service Strategy
Management
Skills
WFM
Quality
Technology +
Technology
Tech
WFM
AI
Analytics
CCaaS
Knowledge Management
Voice of Customer
Webinars +
Webinars
Webinars
Recorded Webinars
Insights +
Insights
Expert Insights
Blogs
Latest News
Events
Case Studies
Videos
LinkedIn Community
Resources +
Resources
Reports
Research
Erlang Calculator
Directory
Recorded Webinars
Newsletter
Tools +
Tools
Erlang Calculator
Forecasting
Excel Calculator
Free Downloads
Call Monitoring Form
Jargon
Events +
Events
Events
Webinars
Recorded Webinars
Videos
Advertise +
Advertise
Advertise
Media Pack
About Us
Articles - Charlie Mitchell
Previous
Next
RECENT
POPULAR
How to Create a Customer Balanced Scorecard – with Template and Examples
A Guide to Call Disposition Codes
How to Deal With an Indecisive Customer
How to Calculate Conformance
Techniques to Improve Call Control Skills
The Art of Conversation in Customer Service
Training Your Team to Take Ownership
10 Feedback Examples to Improve Contact Centre Performance
Recorded Webinar: 5 Sure-Fire Quality Monitoring Techniques
How to Deliver Bad News to a Customer – With Examples
Recorded Webinar: Managing People Remotely
“I’d Like to Speak to a Manager” – 7 Ways to Deal With Difficult Customers
10 Examples of Customer Service Activities
14 Best Practices for Maximizing Your Service Level
Recorded Webinar: What Does a Super-Agent Look Like?
What to Look for in WFM Software
32 Call Centre KPIs That You Need to Track (And Why!)
Podcast – What Makes a Great Customer Experience?
Podcast – Resource Planning Advice to Boost Efficiency and Engagement
Podcast – Contact Centre Excellence: How to Stand Out From the Crowd
11 Tips and Tools to Improve Call Centre Quality Assurance (QA)
Podcast – Contact Centre Technology: Where Should I Invest?
Podcast – The Essential Customer Service Skills and How to Develop Them
Customer Service Skills: How to Improve Empathy, Active Listening and Knowledge
Previous
Next
Editor's Pick
How to Unite Your QA and Frontline Teams
New Ways to Help Agents Build Rapport
Top Contact Centre Predictions for 2026
5 Ways to Boost Team Performance
Latest Resources
Your Practical Guide to AI in the Contact Center
eBook: The Power of Personalization in the Contact Center
Upcoming Events
Webinar: Raising the Bar for CX in 2026
Beyond the Buzz: Real AI for Real CX – Webinar
Latest Blogs
The 2026 Guide to Messaging That Converts and Retains
No More Hype: Here Are the Trends Actually Shaping AI-First CX in 2026
Featured Articles
Welcome Calls: A Simple Way to Increase Customer Satisfaction
15 Clarifying Questions For Customer Service
When Is It OK to Hang-Up on a Customer?
How to Setup a Call Centre from Scratch – The Checklist
Popular Pages
The Top 25 Positive Words and Phrases for Customer Service
The Top 50 Words to Describe Yourself on Your CV in 2026
Contact Centre Dashboard Excel Template – FREE Download
The Phonetic Alphabet and How it Improves Customer Service
