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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…

How to Keep Your Promises to Customers

Can You Afford to Ignore Shadow Knowledge?

13 CXA Mistakes Every Contact Centre Leader Should Avoid

8×8 Names Jamie Snaddon and Nerea Gandarias in New Roles

PCI Pal Launches New Brand Identity

Demo: Smarter Self-Service Powered by AI and Built to Learn from Every Interaction

White Paper: Three Ways to Make Automated Customer Experiences More Human

Upcoming Events

14th October 2026

Unified Communications Expo (UCX) London 2026

18th October 2026

Customer Contact West 2026

How to Fix The Most Common WFM Planning Mistakes

What is Agentic Experience Orchestration (AXO)?

Upcoming Webinars

Webinar: How to Turn Customer Feedback into Action

Webinar: Should Voice Agents Replace IVRs?

Webinar: Are These Adoption Mistakes Derailing Your AI Strategy?