Articles - Editor’s Picks

Our Editor’s Picks page features a hand-selected collection of standout articles from across Call Centre Helper. These pieces have been chosen for their insight, originality, and relevance to the challenges contact centre leaders face today. Explore expert opinions, best practices, and real-world examples covering topics such as customer experience, technology, and people management. Each article offers valuable takeaways to help you improve performance and stay ahead of the latest industry trends.

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Rapport Building With Angry Customers – With Examples
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15 Golden Rules of Webchat
4 Key Objectives to Improve Productivity and Customer Experience
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32 Call Centre KPIs That You Need to Track (And Why!)
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How to Achieve Excellent Customer Service Through Coaching
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Customer Service Feedback: How to Perfect Your Strategy
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27 Positive Statements to Use In Difficult Situations
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The Top 10 Customer Service Strategies That Stand the Test of Time
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What Is CSAT? – With a Meaning, Calculations and Great Tips
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What Does Employee Empowerment REALLY Mean?
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15 Contact Centre Homeworking Problems and How to Overcome Them
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Improve Customer Experience: 5 Strategies That You NEED to Try
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Customer Trends Shaping the Contact Centre of the Future
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How to Create Reassuring On-Hold and IVR Messages – With Examples
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10 Quick Fixes to Deal With Increased Call Volumes (Updated!)
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9 Ways to Prepare Your Contact Centre for Coronavirus
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How to Make the Most of Your Staff Incentives – With Examples
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What is Service Recovery – With Examples
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How to Measure Employee Engagement
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Call Centre Software: What Should You Be Looking Out For?
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Shift Planning – What You Need to Know to Best Engage Your Team
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Customer Service Skills: How to Improve Empathy, Active Listening and Knowledge
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Staff Engagement: How to Motivate Employees – With a Checklist
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What Is Proactive Customer Service? With Examples
 
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