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.

Staff and megan at the aa contact centre
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”?
Fixing issues with tech concept illustration with laptop and icons
15 Ways Contact Centre Technology Can Help Address Inefficiencies
Sharing ideas and learning concept with people looking at icons
12 Inspiring Tactics for Sharing the Call Centre With the Wider Company
A picture of a juggling seal
20 Ways to Upskill Your Contact Centre Advisors
How to Get More From Your Customer Satisfaction (CSat) Scores
An illustrated drawing of a lightbulb and icons for creative thinking
19 Intelligent Ideas to Improve Employee Experience
5 Simple Ways to Improve Your Agents’ Day
Video Image: What Is WFM?
A Quick Introduction to WFM
Why Is Measuring Customer Satisfaction So Important?
Contact us channel concept with person holding mobile phone with contact icons
The Evolution of the Contact Centre
Give Agents the Right Tools to Do Their Job
Person watering brain tree
26 Best Practices for a Customer Service Knowledge Base
2023 year prediction concept - text in vintage letterpress wood type printing blocks with a cup of coffee
Contact Centre Predictions for 2023
Working out agent happiness concept with faces in magnifying glasses
Want to Find Out How Happy Your Agents Really Are? Here’s How!
A photo of an engaged team member
11 Team Engagement Ideas to Inspire Your Remote Workers
How to Coach Agents for Attitude
Strategy concept with arrows and pins
An Introduction to… Customer Access Strategy
Workforce Management Trends on colorful paper note with calculator and pen on red background.
Emerging WFM Trends to Look Out For
Person working on a virtual screen with charts and the words customer experience
The Latest Trends in CX Self-Service
19 Ways to Exceed Your Customers’ Expectations
Video Image: Call Centre Metrics – 10 Experts Share Their Favourite Advice
10 Expert Tips for Call Centre Metrics
Great idea concept with crumpled colorful paper and light bulb
Customer Experience Management (CEM) – The Latest Thinking in Looking After Customers