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Articles - Charlie Mitchell

The Latest Trend: Dogs in the Contact Centre

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How to Deal With Rude Customers

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10 Quick Fixes to Deal With Increased Call Volumes (Updated!)

Being Super-Busy: The Modern Excuse for Not Coaching Staff

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

John Casey

Podcast – WFM Tricks That Will Get You Through Busy Periods

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Podcast: How can We Increase Customer Engagement by Doing Less

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Recorded Webinar: 5 Sure-Fire Quality Monitoring Techniques

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How to Create a Contact Centre Quality Scorecard – With a Template Example

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How to Measure Employee Engagement

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14 Best Practices for Maximizing Your Service Level

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Coaching Talkative Advisors to Provide Better Customer Service

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How to Calculate Schedule Inefficiency

The Best Contact Centre Team Names

What Is an Acceptable Call Centre Waiting Time?

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

How to Motivate Staff in 25 Ways

14 Best Practices from the Vax Contact Centre

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10 Examples of Customer Service Activities

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Recorded Webinar: The Shape of the Contact Centre Industry In 2020 & Beyond

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Which KPIs Do I Need for Contact Centre WFM?

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20 Award-Winning Tips From the Gousto Contact Centre

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

Should a Contact Centre Advisor Handle Calls, Emails and Chats?

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Editor's Pick

Thumbnail How to Use Stretch Targets Well in QA

How to Use Stretch Targets Well in QA

Thumbnail 7 Simple Mistakes That Hurt Contact Centre Morale

7 Simple Mistakes That Hurt Contact Centre Morale

Thumbnail How to Make After-Call Work More Efficient – Without AI

How to Make After-Call Work More Efficient – Without AI

Thumbnail How Worcester Bosch Keep Their NPS Above 80

How Worcester Bosch Keep Their NPS Above 80

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

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