Articles - Charlie Mitchell

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Super-Agents: The Top Ten Qualities of Great Contact Centre Agents
Annette Franz
Podcast – What Makes a Great Customer Experience?
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What Does Employee Empowerment REALLY Mean?
Doug Casterton
Podcast – Resource Planning Advice to Boost Efficiency and Engagement
Thomas Laird
Podcast – Contact Centre Excellence: How to Stand Out From the Crowd
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11 Tips and Tools to Improve Call Centre Quality Assurance (QA)
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What Is Wrap Time and How Can I Reduce It?
Erica Mancuso
Podcast – Contact Centre Technology: Where Should I Invest?
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10 Quick Fixes to Deal With Increased Call Volumes (Updated!)
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9 Ways to Prepare Your Contact Centre for Coronavirus
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How to Make the Most of Your Staff Incentives – With Examples
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How to Measure Employee Engagement
Kim Ellis
Podcast – The Essential Customer Service Skills and How to Develop Them
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Customer Service Skills: How to Improve Empathy, Active Listening and Knowledge
Martin Jukes
Podcast – What Will a Good Call Centre Advisor Look Like in Ten Years
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Recorded Webinar: Self-Service- How to Remove Calls from the Contact Centre
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Staff Engagement: How to Motivate Employees – With a Checklist
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First Contact Resolution? – Definition, Formula and Best Practices
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
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20 Award-Winning Tips From the Gousto Contact Centre
Jo Hale
Podcast – Top Contact Centre Problems and How To Solve Them
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34 Winning Contact Centre Tips to Successfully Start the New Year
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17 Interesting Initiatives From the Dogs Trust Contact Centre
 
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