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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Big group of happy friends having fun and jumps in water against sunset
7 Steps to Evoke the Emotions You Want From Your Customers
Group of people walking towards a door
How to Calculate Customer Churn Rate – the Formula
Motivated group of young business people grouped around a table listening to a female team leader or manageress explain paperworkMotivated group of young business people grouped around a table listening to a female team leader or manageress explain paperwork
10 Messages That Every Contact Centre Manager Should Share With Their Team
A picture of the four seasons with a snowflake, leaves and the sun
Seasonal WFM – How to Prepare for Peaks and Troughs in Contact Volumes
Three robots are wearing headsets
7 Things They Won’t Tell You About Installing a Chatbot
Young smiling experienced operator of call center answering the question of his client
How to Train Active Listening in the Call Centre – With Exercises
Good job written on a post it note on a desk
How to Use Contact Centre Incentives to Improve Performance
A man holds a smiley face cut out
5 Great Methods to Improve Your Customer Satisfaction Score
Woman using a calculator, making calculations and checking business statistics
How to Calculate Call Centre Agent Utilisation – the Formula
Business People Planning Strategy Around a Desk
5 Contact Centre Improvement Strategies
A note with I'm sorry, and marshmallows on a light
How to Write a Customer Apology Letter – With an Example
The top 10 contact centre technology award 2019 winners podium
Top 10 Contact Centre Software and Technology
Group of young coworkers discussing ideas with each other in modern office.
How to Improve Internal Communication in the Contact Centre
A panel of people holding up signs with 5 on them
How to Create a Contact Centre Quality Scorecard – With a Template Example
woman smiling and reading texts on a cellphone while sitting alone at a counter in a cafe enjoying a meal
5 Customer Engagement Strategies That You Cannot Ignore
Portrait of call center worker accompanied by her team.
The Top 10 Most Important Customer Service Skills
frustrated young woman wearing microphone headset dressed in shirt sitting at her workplace at the office,
How to Deal With Difficult Customers
Beautiful businesswoman telemarketing staff working with new coworker team in call center office
10 Great Conversations to Have With Your Contact Centre Team
The word feedback is surrounded by survey, opinion, result, idea, comment, advice, rating and response
5 Places to Source Great Customer Feedback
A happy customer service team look at the camera, sat around a table
9 Fun Customer Service Training Exercises
A teddy bear sits in a little wheelchair, with a leg in a bandage and plasters on its head
How To Deal With Vulnerable Customers
How to Avoid Schedule Dissatisfaction
8 Ideas to Welcome Your Advisors on Their First Day at Work
How to Handle Escalation Calls
 
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