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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Online Monthly Forecast
Experimental Online Call Centre Forecasting Tool
10 Ways to Recharge Your Contact Centre Culture
13 Predictions for the Future of CRM Systems
13 Mistakes to Avoid… Multichannel
rowing effort
How to Calculate Customer Effort
call centre abbreviations
Call Centre Abbreviations to Speed up Wrap Time
22 Ways Technology Can…. Exceed Customer Expectations
7 Things That World-Class Contact Centres Do Well
How Do I… Manage and Schedule Multi-Skilled Agents?
building blocks
Does Your Contact Centre Need a “Colleague Experience Manager”?
touching digital brain
What’s Next With… Smarter Ways of Working?
Signposting – Reduce Your Average Handling Time (AHT) by 15 Seconds
Failure Demand – Reducing Cost and Improving the Customer Experience
The Emotional Side of Customer Experience
ovo-energy
14 Ideas We Learnt at OVO Energy’s Contact Centre
Support Employees Handling Emotionally Challenging Calls With Empathy
16 Ideas You Can Try From Skipton Building Society’s Contact Centre
Gold, silver and bronze medals
10 Fun Ideas to Make an Office Olympics Games
7 Ways to Encourage Staff to Drink More Water
gm-contact-centre-agents
10 Things You Can Learn From the General Motors (GM) Contact Centre
agent reading a book
12 Ways to Make Better Use of Agent Downtime
Create and Maintain a Positive Culture
Create Room to Breathe Instead of Making Knee-Jerk Reactions
Stop Blindly Obsessing Over Efficiency
 
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