Articles - Editor’s Picks

A hand-picked selection of some of the best and most recent content Call Centre Helper has published.

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Call Centre Quality Assurance: How to Create an Excellent QA Programme
What Is Performance Management? With a Definition and Best Practices
What WFM Tools are Available Featured Image
What WFM Tools Are Available?
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Customer Service Vocabulary: The Definitive Guide
James Lawther What I've Learned Featured Image
What I’ve Learned From Working in a Contact Centre – Saving Money
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The Best Metrics for Contact Centre Performance Tracking
What is the Difference Between WFM and WFO?
What Is the Difference Between WFM and WFO?
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How to Set up an Olympics-Based Call Centre Game
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25 Ways to Help Simplify the Customer Journey
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Customer Experience Management – The Latest Thinking in Looking After Customers
Top Assurance Statements in Customer Service
The Top 10 Assurance Statements in Customer Service
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Don’t Blame the Contact Centre
At what point should you move from spreadsheets to WFM
At What Point Should You Move From Spreadsheets to WFM?
10 Customer Service Behaviours for Contact Centre Agents
10 Customer Service Behaviours Every Contact Centre Agent Should Have
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How to Create an Effective Digital Customer Service Strategy
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Customer Service Emails and Letters: How to Review and Improve Your Templates
Repeat calls on yellow background
8 Tips for Reducing Repeat Contacts
What is Speech Analytics
What Is Speech Analytics?
Tips for Emotional Intelligence
15 Tips for Building Emotional Intelligence in Customer Service
What is WFM cover image
What Is WFM?
A cartoon of a happy person in a phone - IVR concept
Call Centre IVRs – How to Review and Improve Your IVR
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UK Phonetic Alphabet – Free Download
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Customer Service Greetings – The Good, the Mediocre and the Innovative
beware of Watermelon Metrics
Beware of Watermelon Metrics