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Charlie Mitchell

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Why Are Some Contact Centres Turning Away From Multiskilling Advisors?

Why Are Some Contact Centres Turning Away From…

16 Customer Service Training Ideas – With Activities, Games and Helpful Techniques

16 Customer Service Training Ideas – With Activities,…

How to Manage and Exceed Customer Expectations – With Examples

How to Manage and Exceed Customer Expectations – With…

The Phonetic Alphabet and How it Improves Customer Service

The Phonetic Alphabet and How it Improves Customer Service

20 Contact Centre Predictions for 2020

20 Contact Centre Predictions for 2020

Podcast – Customer Experience: The New Thinking for Delighting Your Customers

Podcast – Customer Experience: The New Thinking…

14 Forward-Thinking Ideas From the Domestic & General Contact Centre

14 Forward-Thinking Ideas From the Domestic &…

15 Interesting Ways to Modernize Your Contact Centre

15 Interesting Ways to Modernize Your Contact Centre

Podcast: 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 (2019)

Recorded Webinar: How to Make Your Agents More…

Podcast – Employee Engagement: Thinking Beyond Happy Employees Make Happy Customers

Podcast – Employee Engagement: Thinking Beyond…

Podcast – Contact Centre Coaching: How to Sustain Learning and Make it Fun!

Podcast – Contact Centre Coaching: How to Sustain…

Podcast: How to Extract More Value From Your Contact Centre Quality programme

Podcast: How to Extract More Value From Your Contact…

10 Metrics to Help You Measure the Customer Experience

10 Metrics to Help You Measure the Customer Experience

Podcast: How can We Increase Customer Engagement by Doing Less

Podcast: How can We Increase Customer Engagement by…

How to Improve Your Employee Reward Schemes – With Examples

How to Improve Your Employee Reward Schemes – With…

Which KPIs Do I Need for Contact Centre WFM?

Which KPIs Do I Need for Contact Centre WFM?

7 Simple Strategies to Increase Staff Motivation In the Contact Centre

7 Simple Strategies to Increase Staff Motivation In the…

10 Ways to Improve Call Centre Performance Management

10 Ways to Improve Call Centre Performance Management

Podcast: Channel Shift: How can we safely move customers from one channel to another?

Podcast: Channel Shift: How can we safely move customers…

Contact Centre Coaching Models: Which Is Best for Your Coaching Sessions?

Contact Centre Coaching Models: Which Is Best for Your…

Podcast: Contact Centre AI: What are your options?

Podcast: Contact Centre AI: What are your options?

Why Is Measuring Customer Satisfaction So Important?

Why Is Measuring Customer Satisfaction So Important?

Podcast: How can you create a happy culture of positive people?

Podcast: How can you create a happy culture of positive…

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

How To Manage Your AI Agent Like A Human

Customer Satisfaction Survey Best Practices: A Complete Guide

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?