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Charlie Mitchell

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How to Improve Agent Performance in the Call Centre – With a Checklist

How to Improve Agent Performance in the Call Centre…

25 Good Examples of How to Collect Customer Feedback

25 Good Examples of How to Collect Customer Feedback

How to Deal With Rude Customers

How to Deal With Rude Customers

Recorded Webinar: The New Rules for Customer Experience

Recorded Webinar: The New Rules for Customer Experience

How to Safely Knock 20 Seconds Off Your Average Handling Time (AHT)

How to Safely Knock 20 Seconds Off Your Average Handling…

How to Improve Customer Experience Management (CEM)

How to Improve Customer Experience Management (CEM)

Workforce Optimisation: 11 Ways to Improve Your Contact Centre Schedules

Workforce Optimisation: 11 Ways to Improve Your Contact…

How Can I Improve the Productivity of Gen Z and Millennial Advisors?

How Can I Improve the Productivity of Gen Z and…

How to Calculate Call Centre Agent Utilisation – the Formula

How to Calculate Call Centre Agent Utilisation –…

Recorded Webinar: The Shape of the Contact Centre Industry In 2020 & Beyond

Recorded Webinar: The Shape of the Contact Centre…

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

How to Create a Contact Centre Quality Scorecard –…

10 Great Conversations to Have With Your Contact Centre Team

10 Great Conversations to Have With Your Contact Centre…

5 Places to Source Great Customer Feedback

5 Places to Source Great Customer Feedback

8 Ideas to Welcome Your Advisors on Their First Day at Work

8 Ideas to Welcome Your Advisors on Their First Day at…

14 Imaginative Ideas From the Which? Contact Centre

14 Imaginative Ideas From the Which? Contact Centre

10 Best Practices for Quality Monitoring

10 Best Practices for Quality Monitoring

What Is an Acceptable Call Centre Waiting Time?

What Is an Acceptable Call Centre Waiting Time?

How to Improve Agent Engagement

How to Improve Agent Engagement

How to Reduce Friction and Add Rewards to the Customer Experience

How to Reduce Friction and Add Rewards to the Customer…

7 Inventive Ideas From the extraenergy Contact Centre

7 Inventive Ideas From the extraenergy Contact Centre

10 Halloween Ideas and Party Games for Customer Service Teams

10 Halloween Ideas and Party Games for Customer Service…

Live Chat Metrics: Which Should You Be Monitoring?

Live Chat Metrics: Which Should You Be Monitoring?

How Can I Make My Contact Centre Customer-Centric?

How Can I Make My Contact Centre Customer-Centric?

5 Tips to Improve Your Call Centre Sales

5 Tips to Improve Your Call Centre Sales

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?