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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James Lawther What I've Learned Featured Image
What I’ve Learned From Working in a Contact Centre – Saving Money
Value concept with dial with min and max
10 Ways to Make Customers Feel More Valued
Gathering feedback concept with one hand holding idea lightbulb and another with speech bubbles
What’s the Best Way to Reward Customers for Their Feedback?
How to practice PATIENCE on white card lying on notepad
How to Practice Patience in Customer Service
Phones on sky background - high call volume concept
Call Volumes Up? Here’s What You Can Do About It
Telehone receivers of different colors hanging on the green background
What Is the Difference Between an Abandoned, a Missed and a Lost Call?
Teamwork concept with stacked people shapes supporting each other
Team Leader Experience (TLX) Explained
Group of people walking towards a door
How to Calculate Customer Churn Rate – the Formula
Frustrated person on pink background
How to Deal With Frustrated Customers – And Make Them Happy
A photo of a human pyramid
4 Team-Building Games for the Contact Centre
Streamline concept with 3 flows of spheres converging in a single row
14 Best Practices to Streamline Your Incoming Customer Queries
A picture of an icon for emotional intelligence
How to Improve Your Customer Service With Emotional Intelligence
Green phone
Next-Issue Avoidance – Techniques to Avoid Getting Repeat Calls
A photo of block figures negotiating
How to Negotiate Solutions With a Customer
A photo of a futuristic-looking advisor
9 Ways That the Contact Centre Advisor Role Will Change in the Future
Video Image: Maximum Occupancy – The Most Common Resource Planning Mistake
Maximum Occupancy – The Most Common Resource Planning Mistake
Hand holding phone with ChatGPT words around it
Is ChatGPT Really Suitable for Contact Centres Right Now?
Should Call Centre Agents Use Mobile Phones at Work?
Video Image: What Is the Difference Between WFM and WFO?
Understanding the Difference Between WFM and WFO
15 Things You Can Learn From Tesco Bank’s Contact Centre
6 on green vegetation
6 Ideas for Customer Journey Mapping
8 Benefits of Creating a Culture of Learning in Your Contact Centre
Is Your Contact Centre in Need of a Re-Design?
8 Strategies for Increasing Agent Resilience
 
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