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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How to Calculate Staffing in a Contact Centre
The Shrinkage Formula Article Image
What is Call Centre Shrinkage and How to Calculate It?
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UK Phonetic Alphabet – Free Download
Acknowledgement Statements text written on notebook
The Top 10 Acknowledgement Statements for Customer Service
Yellow landline phone with speech bubbles - customer service closing statements
The Top 10 Call-Closing Statement Examples
Compliment Words Customer Service - wordcloud
100 Complimentary Words and Phrases to Use in Customer Service
Excel Contact Centre Dashboard
Contact Centre Dashboard Excel Template – FREE Download
Hands Holding Yellow and White Speech Bubbles Customer Service Empathy Statements
Empathy Statements for Customer Service With Examples
Group of people holding the SORRY written speech bubble
21 Ways to Say “I’m Sorry” and Apologize to a Customer for Bad Service
Person using a calculator with the words calculate contact centre occupancy
How to Calculate Occupancy in the Contact Centre
Quick Wins to Improve Your C-Sat Scores
Call centre agent - sneaky tricks employees play to avoid calls
20 Sneaky Tricks That Call Centre Agents Use to Avoid Calls
Attrition Rate and How to calculate it with person packing up desk
What is Attrition Rate and How to Calculate It
A picture of reducing average handling time (AHT)
32 Tips for Reducing Average Handling Time (AHT)
Comic style hello with the words customer service greeting messages
10 Catchy Greeting Examples for Customer Service
rapport on chalkboard
15 Ways to Build Rapport With Customers
A picture of positive speech bubbles
27 Positive Statements to Use In Difficult Situations
Concept of Schedule Adherence
How do I Calculate… Schedule Adherence?
Mixed smileys on sticky notes, white background
Positive Language for Customer Service Conversations – With Examples
Open lock and key with the words unlock agent productivity
Effective Ways to Unlock Agent Productivity
Replace negative Words With Positive Words
Negative VS Positive Words in Customer Service – With Examples
2025 Predictions with hanging year on celebratory background
Contact Centre Predictions for 2025
A cartoon of an difficult customer
“I’d Like to Speak to a Manager” – 7 Ways to Deal With Difficult Customers
TED Questions for Customer Service
15 TED Questions for Customer Service – With Examples
 
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