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Articles - Charlie Mitchell

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How to Deliver Bad News to a Customer – With Examples

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50 Staff Engagement Ideas to Motivate Your Team

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18 Simple Ideas to Reduce Your Abandon Rate

Recorded Webinar: Managing People Remotely

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How to Use Inbound Call Centre Metrics to Drive Performance

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What to Include in a Homeworking Policy

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What to Include in Your Daily Briefing Sessions or Virtual Huddles

Return to Office

COVID-19: 9 Key Considerations for Moving Back to the Contact Centre

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Waiting Time: What Is Best for Your Customers?

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How to Reduce Background Noise During a Call

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15 Great Ideas to Make Remote Working Fun

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17 New Ways to Improve Schedule Adherence in the Contact Centre

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What Is Net Promoter Score (NPS)?

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“I’d Like to Speak to a Manager” – 7 Ways to Deal With Difficult Customers

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What Does a Good Customer Service Manager Look Like?

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10 Examples of Customer Service Activities

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14 Best Practices for Maximizing Your Service Level

Recorded Webinar: What Does a Super-Agent Look Like?

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How to Calculate Contact Centre Spin

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Remote Staff Engagement: 9 Strategies to Make Your Team Smile

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Team Leadership: What Makes a Great Leader?

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What to Look for in WFM Software

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32 Call Centre KPIs That You Need to Track (And Why!)

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What Is CSAT? – With a Meaning, Calculations and Great Tips

Puzzel State of the Contact Centre 2026 Box

Editor's Pick

Thumbnail Tried and Tested Techniques to Make Customers Feel Special

Tried and Tested Techniques to Make Customers Feel Special

Thumbnail Are Your KPIs in Desperate Need of a Refresh?

Are Your KPIs in Desperate Need of a Refresh?

Thumbnail Stop Your Agents Covering Up Their Mistakes

Stop Your Agents Covering Up Their Mistakes

Thumbnail The Real Reasons You’re Failing to Tackle Lateness

The Real Reasons You’re Failing to Tackle Lateness

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Hot Topics : CX - CCaaS - AI - Analytics - WFM

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