Articles - Charlie Mitchell

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A woman pushes her hands away from her, with a worried look on her face
Why Are Some Contact Centres Turning Away From Multiskilling Advisors?
A photo of office fun
16 Customer Service Training Ideas – With Activities, Games and Helpful Techniques
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How to Manage and Exceed Customer Expectations – With Examples
The Phonetic Alphabet - in a frame of letters
The Phonetic Alphabet and How it Improves Customer Service
A picture of 2020 balloons
20 Contact Centre Predictions for 2020
The contact centre podcast cover art for Sandra Thompson, on 'customer experience, the new thinking for delighting your customers'
Podcast – Customer Experience: The New Thinking for Delighting Your Customers
A photo taken from the outside of the Domestic & General contact centre in Brighton
14 Forward-Thinking Ideas From the Domestic & General Contact Centre
A happy contact centre advisor sits in front of a computer screen
15 Interesting Ways to Modernize Your Contact Centre
Morris Pentel, A customer experience expert, talks on the contact centre podcast on 'is it time to rethink your call centre metrics?'
Podcast: Is It Time to Rethink Your Call Centre Metrics?
Recorded Webinar: How to Make Your Agents More Productive
Recorded Webinar: How to Make Your Agents More Productive (2019)
A photo for the Contact Centre Podcast
Podcast – Employee Engagement: Thinking Beyond Happy Employees Make Happy Customers
The contact centre podcast cover art for Nick Drake Knight's discussion on 'contact centre coaching: How to sustain learning and make it fun!'
Podcast – Contact Centre Coaching: How to Sustain Learning and Make it Fun!
The contact centre podcast cover art for Martin Teasdale's discussion on 'How to extract more value from your contact centre quality programme'
Podcast: How to Extract More Value From Your Contact Centre Quality programme
A photo of children reaching to measure
10 Metrics to Help You Measure the Customer Experience
The contact centre podcast cover art for Peter Massey's discussion on 'how can we increase customer engagement by doing less?'
Podcast: How can We Increase Customer Engagement by Doing Less
A photo of a red present amongst brown parcels
How to Improve Your Employee Reward Schemes – With Examples
A red paper plane is surrounded by yellow paper planes
Which KPIs Do I Need for Contact Centre WFM?
7 Simple Strategies to Increase Staff Motivation In the Contact Centre
10 Ways to Improve Call Centre Performance Management
Podcast: Channel Shift: How can we safely move customers from one channel to another?
Contact Centre Coaching Models: Which Is Best for Your Coaching Sessions?
Podcast: Contact Centre AI: What are your options?
Why Is Measuring Customer Satisfaction So Important?
Podcast: How can you create a happy culture of positive people?
 
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