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Charlie Mitchell

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Super-Agents: The Top Ten Qualities of Great Contact Centre Agents

Super-Agents: The Top Ten Qualities of Great Contact…

Podcast – What Makes a Great Customer Experience?

Podcast – What Makes a Great Customer Experience?

What Does Employee Empowerment REALLY Mean?

What Does Employee Empowerment REALLY Mean?

Podcast – Resource Planning Advice to Boost Efficiency and Engagement

Podcast – Resource Planning Advice to Boost…

Podcast – Contact Centre Excellence: How to Stand Out From the Crowd

Podcast – Contact Centre Excellence: How to Stand…

11 Tips and Tools to Improve Call Centre Quality Assurance (QA)

11 Tips and Tools to Improve Call Centre Quality…

What Is Wrap Time and How Can I Reduce It?

What Is Wrap Time and How Can I Reduce It?

Podcast – Contact Centre Technology: Where Should I Invest?

Podcast – Contact Centre Technology: Where Should…

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

10 Quick Fixes to Deal With Increased Call Volumes…

9 Ways to Prepare Your Contact Centre for Coronavirus

9 Ways to Prepare Your Contact Centre for Coronavirus

How to Make the Most of Your Staff Incentives – With Examples

How to Make the Most of Your Staff Incentives –…

How to Measure Employee Engagement

How to Measure Employee Engagement

Podcast – The Essential Customer Service Skills and How to Develop Them

Podcast – The Essential Customer Service Skills…

Customer Service Skills: How to Improve Empathy, Active Listening and Knowledge

Customer Service Skills: How to Improve Empathy, Active…

Podcast – What Will a Good Call Centre Advisor Look Like in Ten Years

Podcast – What Will a Good Call Centre Advisor…

Recorded Webinar: Self-Service- How to Remove Calls from the Contact Centre

Recorded Webinar: Self-Service- How to Remove Calls from…

Staff Engagement: How to Motivate Employees – With a Checklist

Staff Engagement: How to Motivate Employees – With a…

First Contact Resolution? – Definition, Formula and Best Practices

First Contact Resolution? – Definition, Formula and Best…

Podcast – Customer Service Writing: How to Get More from Your Emails and Chats

Podcast – Customer Service Writing: How to Get…

Podcast – WFM Tricks That Will Get You Through Busy Periods

Podcast – WFM Tricks That Will Get You Through Busy…

20 Award-Winning Tips From the Gousto Contact Centre

20 Award-Winning Tips From the Gousto Contact Centre

Podcast – Top Contact Centre Problems and How To Solve Them

Podcast – Top Contact Centre Problems and How To…

34 Winning Contact Centre Tips to Successfully Start the New Year

34 Winning Contact Centre Tips to Successfully Start the…

17 Interesting Initiatives From the Dogs Trust Contact Centre

17 Interesting Initiatives From the Dogs Trust Contact…

10 Top Ideas We Heard From Oxfordshire County Council

How to Manage Agent Workarounds and Shortcuts

Have IVRs Had Their Day?

8×8 Wins Four Stevie Awards for Technology and Service

Content Guru Wins Two Cloud Excellence Awards

Customer Operations Case Study Pack

Webinar Replay: Are You Wasting Your CX Data’s Potential?

Upcoming Events

29th September 2026

2026 QATC Annual Conference

30th September 2026

Customer Experience Live Show Middle East 2026

Customer Satisfaction Survey Best Practices: A Complete Guide

6 AutoQA Mistakes That Derail Your Program Before It’s Even Started

Upcoming Webinars

Webinar: How to Tackle the Biggest Barriers to Quality Assurance (QA)

Webinar: How to Turn Customer Feedback into Action

Webinar: Should Voice Agents Replace IVRs?