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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Group of people holding the SORRY written speech bubble
21 Ways to Say “I’m Sorry” and Apologize to a Customer for Bad Service
What to Look for When Buying a Dialler
Cloud and podium with top ccaas provider logos
Top CCaaS Vendors for 2024
Attrition Rate and How to calculate it with person packing up desk
What is Attrition Rate and How to Calculate It
Comic style vs battle workforce management vs workforce optimisation
Workforce Management vs Workforce Optimization – What’s the Difference?
Old typewriter and laptop on table on yellow background. Concept of technology progress. Old vs new
17 Signs Your Contact Centre Technology Is Ageing Badly
ventana buying guide for contact centres in 2023
Ventana 2023 Buyers Guide for Contact Centre Suites Released
Spotlights on yellow background with podium and wfm provider logos
The Top Workforce Management WFM Solutions for 2023
Technology business case concept with speech bubble saying business case resting on keyboard
What to Include in a Business Case for New Technology
2023 Magic Quadrant for Contact Centre as a Service ( CCaaS)
Gartner Magic Quadrant for CCaaS 2023
Bot icon and social network signs, with person sat at office table with papers
How to Measure Chatbot Performance
Customer icons and arrows overlayed over a person - spotting points with customer concept
25 Ways to Proactively Spot Your Customers’ Pain Points
Streamline concept with 3 flows of spheres converging in a single row
14 Best Practices to Streamline Your Incoming Customer Queries
The charge of a person. Replenishment of energy. Powerbank charges a person with a USB cable
Why It’s Time to Focus on Burn-In – Instead of Burn-Out
Bored and unmotivated worker
35 Surefire Ways to Demotivate Your Best Agents
Yellow landline phone with speech bubbles - customer service closing statements
The Top 10 Call-Closing Statement Examples
Staff and megan at the aa contact centre
21 Things We Heard at the AA Contact Centre in Cheadle
Teamwork concept and working together with hands being put together
How to Keep Morale Up in a Short-Staffed Contact Centre
Video Image: Using ChatGPT in Customer Service
Using ChatGPT in Customer Service
The Shrinkage Formula Article Image
What is Call Centre Shrinkage and How to Calculate It?
graph-analytics
An Introduction to… Contact Centre Analytics
Calendar and clock. Date and time scheduler icon
The Top Scheduling Challenges and How to Fix Them
A pineapple with sunglasses and headphones - fun concept
Ways to Make Working in a Contact Centre Fun
rapport on chalkboard
15 Ways to Build Rapport With Customers
 
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