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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A picture of someone tracking footprints
32 Call Centre KPIs That You Need to Track (And Why!)
Call Centre Etiquette What Not to Say
15 Things You Should Never Say to a Customer
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How to Bridge Silence on a Call
A white notebook on a yellow background and five stars - 5 star customer service skills
The 5-Star Customer Service Skills Your Team Really Need
How to Create a Customer Balanced Scorecard – with Template and Examples
Angry people screaming
13 Clever Tactics for Dealing With an Angry Phone Call
Speech box with the words positive statements to increase customer satisfaction
Positive Statements to Increase Customer Satisfaction
How to Calculate FCR
How to Calculate First Contact Resolution (FCR) – With Formula
Person caught in a trap
Are You Falling Into These Customer Service Traps?
Tracking absence concept with absenteeism folder and graphs
The Best Ways to Track Absence in the Contact Centre
Group of people putting their hands in centre with the words assurance statements for customer service
Assurance Statements in Customer Service – With Examples
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The Best Ways to Start and End a Customer Conversation
People on phones in a queue
IVR Messaging: 11 Examples of On-Hold Messages
10 Strategies to Help Agents Feel Less Lonely
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Open Questions to Use in Customer Service
A vector illustration of a person with a speech bubble
Customer Service Language – With Examples
Train Team Leaders Well
100 Great Staff Incentives to Motivate Your Team
100 Great Staff Incentives to Motivate Your Team
Seven chat bubbles with person pointing at one behind - live chat training concept
Live Chat Quality – 7 Training Exercises to Improve It
Close up hand holds paper card with text vocabulary.
The Definitive Guide to Improving Agents’ Customer Service Vocabulary
Understand your Customer on paper
3 Steps to Better Understanding Your Customers
2023 Magic Quadrant for Contact Centre as a Service ( CCaaS)
Gartner Magic Quadrant for CCaaS 2023
person in a call centre headset with post it notes that have question marks on
15 Clarifying Questions For Customer Service
Pen crossed out 'I am Sorry' on note
10 Ways to Say “Sorry For the Inconvenience Caused”
 
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