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.

Video Image: At What Point Should You Move From Spreadsheets to WFM?
When to Move from Spreadsheets to WFM
10 Customer Service Behaviours for Contact Centre Agents
10 Customer Service Behaviours Every Contact Centre Agent Should Have
A photo of a smiley emoji above a mobile phone
How to Create an Effective Digital Customer Service Strategy
A photo of an envelope being opened with confetti
Customer Service Emails and Letters: How to Review and Improve Your Templates
Repeat calls on yellow background
8 Tips for Reducing Repeat Contacts
Video Image: What is Speech Analytics?
Understanding Speech Analytics
Tips for Emotional Intelligence
15 Tips for Building Emotional Intelligence in Customer Service
Video Image: What Is WFM?
A Quick Introduction to WFM
A cartoon of a happy person in a phone - IVR concept
Call Centre IVRs – How to Review and Improve Your IVR
Stationery, chalkboard and UK flag on color background with words
UK Phonetic Alphabet – Free Download
red old phone and empty speech bubble
Customer Service Greetings – The Good, the Mediocre and the Innovative
Video Image: Beware of Watermelon Metrics
What Are Watermelon Metrics?
A set of red stairs leading upward
6 Key Steps to Deliver a Measurable Improvement in Contact Centre Performance
Video Image: What Is the Difference Between a Bot and a ChatBot?
The Difference Between a Bot and a ChatBot
Illustration of people and their information
21 Steps to a More Personalized Customer Experience
Security question concept with a question mark and a padlock
What Are the Best Security Questions for Call Centres?
Frustrated person on pink background
How to Deal With Frustrated Customers – And Make Them Happy
A photo of female Asian supervisor training work with telemarketing customer service agent team in call centre
How to Coach Empathy in the Contact Centre – With Three Training Exercises
Video Image: Maximum Occupancy – The Most Common Resource Planning Mistake
Maximum Occupancy – The Most Common Resource Planning Mistake
Super hero shrugging and happy about it
The Power of “I Don’t Know”
Video Image: What Is a Chatbot?
A Quick Guide to Chatbots
Funnel Questions for Customer Service
How to Use Funnel Questions – With Examples
Excel Contact Centre Dashboard
Contact Centre Dashboard Excel Template – FREE Download
logic reason proof text quote on wooden signpost outdoors
How to Create the Case for Performance Change