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.

The Latest Trend: Dogs in the Contact Centre
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10 Catchy Greeting Examples for Customer Service
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20 Sneaky Tricks That Call Centre Agents Use to Avoid Calls
How to Calculate… Net Promoter Score
Words and Phrases an Advisor Should NEVER Say to an Angry Customer
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How to Calibrate Quality Scores
15 Things You Can Learn from the DPD Contact Centre
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12 Steps to Improve Contact Centre Effectiveness
Is There a Correlation Between Queue Time and Customer Satisfaction Levels?
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Positive Statements to Increase Customer Satisfaction
Is There a Link Between Customer Experience and Profitability?
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5 Steps to Creating a Customer Journey Map
11 Ways to Secure More Budget for Your Contact Centre
How to Calculate FCR
How to Calculate First Contact Resolution (FCR) – With Formula
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What is Erlang and the Erlang Calculator?
Will Robots Replace Humans in the Contact Centre?
17 Things You Can Learn from the AO Contact Centre
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6 Ideas for Customer Journey Mapping
How is Average Handling Time (AHT) Distributed? It is Not How you Think!
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Does Self-Service Really Reduce Call Volumes?
11 Tips to Create and Maintain Loyal Customers
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9 Mistakes to Avoid… Contact Centre Reporting
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What Other Names are Call Centre Agents Known By?
Five Ways to Win With Email Customer Service