Articles - Editor’s Picks

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

rapport on chalkboard

28 Effective Ways to Build Rapport With Customers and Clients

Two people with nets catching butterflies with numbers

Are Your Team Leaders Too Busy Chasing Metrics?

Sharing ideas and learning concept with people looking at icons

12 Inspiring Tactics for Sharing the Call Centre With the Wider Company

Strategy concept with arrows and pins

An Introduction to… Customer Access Strategy

Acknowledgement Statements text written on notebook

The Top 10 Acknowledgement Statements for Customer Service and Difficult Situations

The inscription neurodiversity under the torn paper and colorful gear wheels.

An Introduction to… Championing Neurodiversity in the Contact Centre

Strategy concept with hands holding chess pieces

How to Be More Proactive in the Contact Centre

Words bad news surrounded by paper balls

How to Deliver Bad News in Customer Service

Pillars in the clouds

The 10 Pillars of EX (Employee Experience)

thank you labels

150 Great Complimentary Words and Phrases to Use in Customer Service

What I've Learned Simon Ryan sponge

What I’ve Learned From Running a Contact Centre – Be a Knowledge Sponge

Successful Strategy concept with chess pieces

Top Tips for Improving Your Workforce Engagement Strategy

Person planning with post it notes on glass

Top Call Centre Planning Challenges and How to Handle Them

Coaching Training Performance Learning Practice Concept

12 Reasons You Shouldn’t Skip Training in a Short-Staffed Call Centre

Small cat with big male lion shadow - confidence concept

How to Build Advisor Confidence

Hands Holding Yellow and White Speech Bubbles Customer Service Empathy Statements

Empathy Statements for Customer Service

A picture of staff taken at the BT contact centre site in Accrington

15 Must-Try Ideas From the BT Contact Centre

A group of people playing table soccer in office

Employee Engagement Activities for Your Contact Centre

Vision, Business Concept

Getting Started With Customer Service Mantras and Vision Statements

Storm clouds over sun and field- de-escalation concept

The Best De-Escalation Techniques

Person drawing playbook, strategy and tactics

Using Scheduling Playbooks to Manage Spikes in Service Demand

Dice showing number six with neon colours

6 Contact Centre Initiatives You Can’t Ignore

Cute little kitten in glasses fell asleep on keyboard on working desk place - quiet quitting concept

How to Combat Quiet Quitting in the Call Centre

Stop sign with blurred coloured background

23 Things Every Contact Centre Manager Needs to STOP Doing in 2023