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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7 Steps to Evoke the Emotions You Want From Your Customers
ovo-energy
14 Ideas We Learnt at OVO Energy’s Contact Centre
gm-contact-centre-agents
10 Things You Can Learn From the General Motors (GM) Contact Centre
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How to Measure Chatbot Performance
How Do I… Recruit the Best Agents?
Top 10 Ways to Show Agents They’re Appreciated
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Customer Service Emails and Letters: How to Review and Improve Your Templates
A photo of office fun
16 Customer Service Training Ideas – With Activities, Games and Helpful Techniques
Why Is It Getting Harder to Recruit Good Contact Centre People?
A headshot of a customer service representative furstrated
The Secret to Dealing With Awkward Customers
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18 Bad Habits That Kill CX
Stressed person in headset sat at desk
Ease Agent Stress – With These 15 Top Tips!
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21 Steps to a More Personalized Customer Experience
5 Ways to Empower Your Agents
Video Image: Remote Working – 10 Experts Share Their Favourite Advice
10 Expert Tips for Remote Working
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21 Things We Heard at the AA Contact Centre in Cheadle
customer lifetime value
How to Calculate Customer Lifetime Value – The Formula
building blocks
Does Your Contact Centre Need a “Colleague Experience Manager”?
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15 Ways Contact Centre Technology Can Help Address Inefficiencies
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12 Inspiring Tactics for Sharing the Call Centre With the Wider Company
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20 Ways to Upskill Your Contact Centre Advisors
How to Get More From Your Customer Satisfaction (CSat) Scores
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19 Intelligent Ideas to Improve Employee Experience
5 Simple Ways to Improve Your Agents’ Day