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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10 Red Flags to Watch Out for With New Hires
How to Measure Customer Emotion
Is There a Correlation Between Queue Time and Customer Satisfaction Levels?
A cartoon of a happy person in a phone - IVR concept
Call Centre IVRs – How to Review and Improve Your IVR
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7 Drivers of Employee Engagement
14 Best Practices from the Vax Contact Centre
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The 5 Pillars of Customer Experience (CX)
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15 Speed Tips for Reducing Repeat Contacts
33 Quick Wins for Performance and Quality
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Making Your Customer Service Writing Simple, Friendly and Personal
10 Knowledge Management Mistakes That You May Be Making (and 5 Fixes)
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10 Examples of Customer Service Activities
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15 Ways to Bring in the Feel-Good Factor
Will Robots Replace Humans in the Contact Centre?
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43 Things You Should NOT Do With Your IVR Messages
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Customer Service Feedback: How to Perfect Your Strategy
A photo of the contact centre managers at Gousto
20 Award-Winning Tips From the Gousto Contact Centre
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Get Sickness Under Control – 21 Management Tips
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Kick-Start Your Next Team Engagement Day
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How to Write Good Customer Support Live Chat Scripts – With Examples
7 Ways to Build an Emotional Connection With Callers
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What Should You Be Displaying on Your Contact Centre Wallboards?
8 Quick Ideas From the Domestic & General Contact Centre
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The Art of Conversation in Customer Service