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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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
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?
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Does Your Contact Centre Need a “Colleague Experience Manager”?
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What’s Next With… Smarter Ways of Working?