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.

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
Identify Your 3 Most Common Customer Issues, and Fix Them
holding megaphone
Involve Agents in Operations and Strategy
man scratching head
Really Understand Why Your Customers Are Contacting You
customer lifetime value
How to Calculate Customer Lifetime Value – The Formula
How Will Artificial Intelligence Change the Contact Centre Industry?
cc agent headset
The Truth About Agent Empowerment (You Are Probably Getting It Wrong!)
30 Ways to Make Your Agents Smile
post it pinboard
Worst Mistakes to Avoid… Mapping the Customer Journey
agent post it notes
25 Ways Technology Can … Increase Agent Productivity
15 Things You Can Learn From Tesco Bank’s Contact Centre
8 Strategies for Increasing Agent Resilience