Articles - Charlie Mitchell

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Leslie O'Flahavan
Podcast – Customer Service Writing: How to Get More from Your Emails and Chats
John Casey
Podcast – WFM Tricks That Will Get You Through Busy Periods
Jo Hale
Podcast – Top Contact Centre Problems and How To Solve Them
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The Phonetic Alphabet and How it Improves Customer Service
A picture of 2020 balloons
20 Contact Centre Predictions for 2020
The contact centre podcast cover art for Sandra Thompson, on 'customer experience, the new thinking for delighting your customers'
Podcast – Customer Experience: The New Thinking for Delighting Your Customers
A happy contact centre advisor sits in front of a computer screen
15 Interesting Ways to Modernize Your Contact Centre
Morris Pentel, A customer experience expert, talks on the contact centre podcast on 'is it time to rethink your call centre metrics?'
Podcast: Is It Time to Rethink Your Call Centre Metrics?
Recorded Webinar: How to Make Your Agents More Productive
Recorded Webinar: How to Make Your Agents More Productive (2019)
A photo for the Contact Centre Podcast
Podcast – Employee Engagement: Thinking Beyond Happy Employees Make Happy Customers
The contact centre podcast cover art for Nick Drake Knight's discussion on 'contact centre coaching: How to sustain learning and make it fun!'
Podcast – Contact Centre Coaching: How to Sustain Learning and Make it Fun!
The contact centre podcast cover art for Martin Teasdale's discussion on 'How to extract more value from your contact centre quality programme'
Podcast: How to Extract More Value From Your Contact Centre Quality programme
The contact centre podcast cover art for Peter Massey's discussion on 'how can we increase customer engagement by doing less?'
Podcast: How can We Increase Customer Engagement by Doing Less
A red paper plane is surrounded by yellow paper planes
Which KPIs Do I Need for Contact Centre WFM?
Podcast: Channel Shift: How can we safely move customers from one channel to another?
Contact Centre Coaching Models: Which Is Best for Your Coaching Sessions?
Podcast: Contact Centre AI: What are your options?
Podcast: How can you create a happy culture of positive people?
A photo of four people holding speech bubbles over their faces
25 Good Examples of How to Collect Customer Feedback
A photo of a person sticking their tongue out to make a rude gesture
How to Deal With Rude Customers
A Genesys webinar on the new rules for customer experience
Recorded Webinar: The New Rules for Customer Experience
A photo Businesswoman Making Agenda On Personal Organiser At Workplace
Workforce Optimisation: 11 Ways to Improve Your Contact Centre Schedules
Woman using a calculator, making calculations and checking business statistics
How to Calculate Call Centre Agent Utilisation – the Formula
Online conference slides on the shape of the contact centre industry in 202 and beyond
Recorded Webinar: The Shape of the Contact Centre Industry In 2020 & Beyond
 
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