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Articles - Charlie Mitchell

The Phonetic Alphabet - in a frame of letters

The Phonetic Alphabet and How it Improves Customer Service

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10 Feedback Examples to Improve Contact Centre Performance

A cartoon of an difficult customer

“I’d Like to Speak to a Manager” – 7 Ways to Deal With Difficult Customers

TED Questions for Customer Service

15 TED Questions for Customer Service – With Examples

A photo of smiling contact centre advisor making a point

Customer Service Skills: How to Improve Empathy, Active Listening and Knowledge

A call centre agent in an office wearing a headset and glasses

How to Handle Contacts From Challenging Customers

Woman using a calculator, making calculations and checking business statistics

How to Calculate Call Centre Agent Utilisation – the Formula

Funnel Questions for Customer Service

How to Use Funnel Questions – With Examples

old telephone with question mark and the words 'call disposition codes'

A Guide to Call Disposition Codes

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Techniques to Improve Call Control Skills

Improve NPS Score

16 Ways to Improve Your Net Promoter Score (NPS)

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

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How to Calculate Conformance

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

A Policy for Dealing with Abusive Customers

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32 Call Centre KPIs That You Need to Track (And Why!)

How to Create a Customer Balanced Scorecard – with Template and Examples

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Assurance Statements in Customer Service – With Examples

A vector illustration of a person with a speech bubble

Customer Service Language – With Examples

A rear view picture of a person scratching their head looking at question marks

How to Deal With an Indecisive Customer

Train Team Leaders Well

Close up hand holds paper card with text vocabulary.

The Definitive Guide to Improving Agents’ Customer Service Vocabulary

How to Calculate Productivity in the Contact Centre

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

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Workforce Optimisation: 11 Ways to Improve Your Contact Centre Schedules

Content Guru AI Powered CX Box

Editor's Pick

Thumbnail How to Make the Best Use of Coaching Time

How to Make the Best Use of Coaching Time

Thumbnail What’s the Best Way to Reward Customers for Their Feedback?

What’s the Best Way to Reward Customers for Their Feedback?

Thumbnail How to Define Career Paths in Your Contact Centre

How to Define Career Paths in Your Contact Centre

Thumbnail Erlang X – Everything You Ever Wanted to Know

Erlang X – Everything You Ever Wanted to Know

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

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