Articles - Editor’s Picks

A hand-picked selection of some of the best and most recent content Call Centre Helper has published.

Coaching Training Performance Learning Practice Concept

1,323

12 Reasons You Shouldn’t Skip Training in a Short-Staffed Call Centre

Small cat with big male lion shadow - confidence concept

1,213

How to Build Advisor Confidence

Hands Holding Yellow and White Speech Bubbles Customer Service Empathy Statements

916,184

Empathy Statements for Customer Service

A picture of staff taken at the BT contact centre site in Accrington

2,114

15 Must-Try Ideas From the BT Contact Centre

A group of people playing table soccer in office

2,140

Employee Engagement Activities for Your Contact Centre

Vision, Business Concept

825

Getting Started With Customer Service Mantras and Vision Statements

Storm clouds over sun and field- de-escalation concept

2,150

The Best De-Escalation Techniques

Person drawing playbook, strategy and tactics

1,105

Using Scheduling Playbooks to Manage Spikes in Service Demand

Dice showing number six with neon colours

1,697

6 Contact Centre Initiatives You Can’t Ignore

Cute little kitten in glasses fell asleep on keyboard on working desk place - quiet quitting concept

1,482

How to Combat Quiet Quitting in the Call Centre

Stop sign with blurred coloured background

3,103

23 Things Every Contact Centre Manager Needs to STOP Doing in 2023

Word Menopause, pause sign on a white alarm clock on pink background

1,419

Don’t Let the Menopause Compromise Staff Retention in Your Contact Centre

Understand your Customer on paper

967

3 Steps to Better Understanding Your Customers

A photo of a stress-free employee relaxing

9,280

Employee Well-Being: How to Reduce Contact Centre Stress

19,269

How to Handle Contacts From Challenging Customers

2023 year prediction concept - text in vintage letterpress wood type printing blocks with a cup of coffee

3,186

Contact Centre Predictions for 2023

Robot talking on the phone

735

An Introduction to… Machine Customers

rapport on chalkboard

434,083

27 Effective Ways to Build Rapport With Customers

concept of trust word on wooden cubes

558

Lessons From the Frontline: How to Build Customer Trust

Barriers between people

1,096

The 6 Barriers to Good Customer Service

Employee burnout concept, with a hand writing 'Employee burnout' on white note

1,462

How to Avoid Employee Burnout

A picture of wooden blocks spelling out "CX"

7,077

How to Improve the Customer Experience – With a Checklist

CX and feedback concept on autumn leaves green, yellow & red

913

Building a Customer Experience Audit

25,273

8 Ways to Improve Schedule Adherence