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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The 10 Things They Won’t Tell You About Artificial Intelligence
Support Employees Handling Emotionally Challenging Calls With Empathy
Bupa site visit
15 Ideas You Can Use From Bupa’s Contact Centre
A picture of chess pawns on arrows
50 Expert Tips to Improve Contact Centre WFM
Comic style vs battle workforce management vs workforce optimisation
Workforce Management vs Workforce Optimization – What’s the Difference?
How Do I… Remove Average Handling Time (AHT) as an Agent Target?
marbles
How to Set up an Olympics-Based Call Centre Game
4 or 5 day work week blocks
Productivity Hack – A 4-Day Working Week
Ways Technology Helps Exceed Service Level Targets on paper
7 Ways Technology Can Help Exceed Service Level Targets
Person drawing playbook, strategy and tactics
Using Scheduling Playbooks to Manage Spikes in Service Demand
Tired and stressed customer support operator with headache
Tackle the 3 A’s – Absence, Agent Burnout, and Attrition
5 More Exercises for Contact Centre Agents
Old typewriter and laptop on table on yellow background. Concept of technology progress. Old vs new
17 Signs Your Contact Centre Technology Is Ageing Badly
Gold, silver and bronze medals
10 Fun Ideas to Make an Office Olympics Games
New starter concept with person opening office door
10 Initiatives to Improve Induction Training
Failure Demand – Reducing Cost and Improving the Customer Experience
A picture of wooden blocks spelling out "CX"
How to Improve the Customer Experience – With a Checklist
Silly Contact Centre Rules
Proven Ways to Maintain Fairness in the Contact Centre
annoyed at phone
Does Self-Service Really Reduce Call Volumes?
How to Design a Contact Centre for Impatient Customers
How to Forecast With Limited Data
Complaint concept with digital angry face
Can AI Really Handle Customer Complaints?
A picture of the team leadership concepts with ducks
Team Leadership: What Makes a Great Leader?
 
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