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Articles - Featured Articles
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The Best Ways to Start and End a Customer Conversation – With Example Phrases
9 Important Team Leader KPIs
How to Work Out How Many Staff You Need in a Contact Centre
10 Good Feedback Examples to Improve Contact Centre Performance – With Practical Tips and Techniques
32 Tips for Reducing Average Handling Time (AHT)
What is a Customer Satisfaction Score (and How to Calculate CSAT)
Top 20 Motivational Games for the Contact Centre – Suitable for Office-Based Agents and Remote Workers
99 Excellent Customer Service Quotes to Share With Your Team in 2024
Alpha, Bravo, Charlie… What is the Phonetic Alphabet and How Does it Improve Call Centre Service?
The Big List of 100+ Power Words to Use in Customer Service
Management Speak – 40 Words and Phrases That Make Your Team Cringe
How to Write a Great Customer Service Letter – With Examples
Design, Test, Review – How to Succeed With Positive Scripting in Customer Service
“Dear Valued Customer” – 22 Steps to Writing a Great Customer Letter
How to Calculate Occupancy in the Contact Centre
Erlang C Formula – Made Simple With an Easy Worked Example
The Best Courtesy Words and Expressions to Use in Customer Service
10 Top-Notch Customer Service Greeting Examples
20 Sneaky Tricks That Call Centre Employees Play
Positive Statements to Increase Customer Satisfaction
Data Protection Act, GDPR, Consumer Duty, and Call Recording Laws in the UK
What to Say to an Angry Customer – With Example Words, Statements, and Phrases for Your Agents to Use
What is Average Speed of Answer?
What is the Minimum Number of Staff Required for a 24/7 Call Centre?
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Editor's Pick
The Essential Guide to WFM – Key Features to Look For
21 Amazing Habits to Foster in Your Frontline Agents
How to Develop Empathy as a Skill in Your Frontline Teams
Tackle the 3 A’s – Absence, Agent Burnout, and Attrition
Latest Resources
White Paper: Future-Proof Your Contact Center for the Next Generation of Retail CX
eBook: Empowering WFM with AI
Upcoming Events
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Thu 09 May 2024
Managing Work-Life Balance for Productivity Gains – Webinar
Thu 09 May 2024
Latest Insights
Optimize Occupancy With the Right WFM Solution
Predicting the Future of the Contact Centre: The Conscious Contact Centre as a Service CCCaaS
Featured Articles
The Key Elements of a CX Lifecycle and Ways to Improve It
21 Ways to Say “I’m Sorry” and Apologize to a Customer for Bad Service
What is Attrition Rate and How to Calculate It
The Top 10 Call-Closing Statement Examples
Popular Pages
The Ultimate List of Positive Words, Phrases, and Sentences to Brighten Your Customer’s Day
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Contact Centre Dashboard Excel Template
Alpha, Bravo, Charlie… What is the Phonetic Alphabet and How Does it Improve Call Centre Service?