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Charlie Mitchell

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Being Super-Busy: The Modern Excuse for Not Coaching Staff

Being Super-Busy: The Modern Excuse for Not Coaching Staff

The Best Courtesy Words and Expressions to Use in Customer Service

The Best Courtesy Words and Expressions to Use in…

Why Do Different Agents Have Different Average Handle Times (AHT)?

Why Do Different Agents Have Different Average Handle…

The Latest Trend: Dogs in the Contact Centre

The Latest Trend: Dogs in the Contact Centre

Seven Examples of When Contact Centre Incentives Fail

Seven Examples of When Contact Centre Incentives Fail

The Best Contact Centre Team Names

The Best Contact Centre Team Names

12 Ideas Taken from HomeServe’s Contact Centre

12 Ideas Taken from HomeServe’s Contact Centre

15 Things You Can Learn from the DPD Contact Centre

15 Things You Can Learn from the DPD Contact Centre

How to Motivate Staff in 25 Ways

How to Motivate Staff in 25 Ways

18 Things You Can Learn from the PhotoBox Contact Centre

18 Things You Can Learn from the PhotoBox Contact Centre

17 Things You Can Learn from the AO Contact Centre

17 Things You Can Learn from the AO Contact Centre

Should a Contact Centre Advisor Handle Calls, Emails and Chats?

Should a Contact Centre Advisor Handle Calls, Emails and…

A Simple Way to Improve Communication in the Contact Centre

A Simple Way to Improve Communication in the Contact…

11 Ways to Keep Training Relevant

11 Ways to Keep Training Relevant

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

Customer Satisfaction Survey Best Practices: A Complete Guide

6 AutoQA Mistakes That Derail Your Program Before It’s Even Started

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?