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Articles - Charlie Mitchell

A panel of people holding up signs with 5 on them

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

What Is an Acceptable Call Centre Waiting Time?

Why Should Contact Centres Invest in Artificial Intelligence?

How to Calculate Productivity in the Contact Centre

Improve NPS Score

16 Ways to Improve Your Net Promoter Score (NPS)

Exceptional Customer Service Examples

Stressed young business woman sitting hiding in a box overwhelmed by too many red telephone calls

A Policy for Dealing with Abusive Customers

21 Top Tips for Appointment Setting

A cartoon man holds his hand up in a wave, while saying "the best courtesy words and phrases to use in customer service

The Best Courtesy Words and Expressions to Use in Customer Service

Synthflow Ghosting Customers box

Editor's Pick

Thumbnail How to Practice Patience in Customer Service

How to Practice Patience in Customer Service

Thumbnail The Worst Examples of Saying “Sorry” to Customers

The Worst Examples of Saying “Sorry” to Customers

Thumbnail 15 Award-Winning Ideas from Teleperformance Contact Centre

15 Award-Winning Ideas from Teleperformance Contact Centre

Thumbnail Top Tips for Digital Channels – Forecasting and Scheduling

Top Tips for Digital Channels – Forecasting and Scheduling

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

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