Articles - Featured Articles

Start and end concept with two hands holding a phone
The Best Ways to Start and End a Customer Conversation – With Example Phrases
Team Leader KPIs with wooden people and hand holding magnifying glass
9 Important Team Leader KPIs
Person looking confused holding abacus
How to Work Out How Many Staff You Need in a Contact Centre
Hands holding two speech bubbles
10 Good Feedback Examples to Improve Contact Centre Performance – With Practical Tips and Techniques
A picture of reducing average handling time (AHT)
32 Tips for Reducing Average Handling Time (AHT)
Customer Satisfaction Score CSAT
What is a Customer Satisfaction Score (and How to Calculate CSAT)
Blue, green and red plastic chips dice and Board games
Top 20 Motivational Games for the Contact Centre – Suitable for Office-Based Agents and Remote Workers
Customer Service Quotes with three quote frames on coloured background
99 Excellent Customer Service Quotes to Share With Your Team in 2024
The Phonetic Alphabet - in a frame of letters
Alpha, Bravo, Charlie… What is the Phonetic Alphabet and How Does it Improve Call Centre Service?
Call Centre Power Words for Customer Service
The Big List of 100+ Power Words to Use in Customer Service
Management speak and jargon
Management Speak – 40 Words and Phrases That Make Your Team Cringe
Happy woman reading a letter on a table at home
How to Write a Great Customer Service Letter – With Examples
Call centre worker looking at script and smiling
Design, Test, Review – How to Succeed With Positive Scripting in Customer Service
Steps to writing a great customer service letter on computer screen
“Dear Valued Customer” – 22 Steps to Writing a Great Customer Letter
Person using a calculator with the words calculate contact centre occupancy
How to Calculate Occupancy in the Contact Centre
A black calculator with pen on solid blue background with the erlang c formula
Erlang C Formula – Made Simple With an Easy Worked Example
A cartoon man holds his hand up in a wave, while saying "the best courtesy words and phrases to use in customer service
The Best Courtesy Words and Expressions to Use in Customer Service
Comic style hello with the words customer service greeting messages
10 Top-Notch Customer Service Greeting Examples
Sneaky Tricks Employee Play concept with joker card
20 Sneaky Tricks That Call Centre Employees Play
Speech box with the words positive statements to increase customer satisfaction
Positive Statements to Increase Customer Satisfaction
A group of files saying data, confidential, company and clients
Data Protection Act, GDPR, Consumer Duty, and Call Recording Laws in the UK
Picture of angry person in sweater screaming at smartphone over red background
What to Say to an Angry Customer – With Example Words, Statements, and Phrases for Your Agents to Use
What is Average Speed of Answer?
24 / 7 concept
What is the Minimum Number of Staff Required for a 24/7 Call Centre?