Translate
Menu
Home
Articles +
Articles
Hints and Tips
Customer Experience
Service Strategy
Management
Skills
WFM
Quality
Technology +
Technology
Tech
WFM
AI
Analytics
CCaaS
Knowledge Management
Voice of Customer
Webinars +
Webinars
Webinars
Recorded Webinars
Insights +
Insights
Expert Insights
Blogs
Latest News
Events
Case Studies
Videos
LinkedIn Community
Resources +
Resources
Reports
Research
Erlang Calculator
Directory
Recorded Webinars
Newsletter
Tools +
Tools
Erlang Calculator
Forecasting
Excel Calculator
Cheat Sheets
Call Monitoring Form
Jargon
Events +
Events
Events
Webinars
Recorded Webinars
Videos
Advertise +
Advertise
Advertise
Media Pack
About Us
Articles - Janette Coulthard
Janette Coulthard, Contact Centre Consultant, Pole Star Consulting
Connect with Janette on LinkedIn
RECENT
POPULAR
How to Improve Call Centre Performance
Customer Service Feedback: How to Perfect Your Strategy
What Is an Acceptable Call Centre Waiting Time?
New Year Resolution Ideas for Your Call Centre
30 Tips to Improve Your Call Quality Monitoring
Top Tips for Customer Retention
What Level of Security Questions Need to Be Asked?
Can a Call Recording Made by a Customer be Used Against Me?
What is the Guidance on Staff Listening In on Calls?
Editor's Pick
What Will Agent Roles Look Like in 2035?
10 Ways to Make Customers Feel More Valued
10 Ways to Create More Confident Agents
How to Deal With Angry Customers
Latest Resources
Download: Business Process Mapping Training Games
eBook: 2025 Customer Success Book
Upcoming Events
Live Panel: The Future of CX
Solving Real Business Challenges with AI-Powered Contact Center Analytics – Webinar
Latest Blogs
How Exceptional Ecommerce CX Builds Brand Loyalty
AI Agents – Integrating AI Into Customer Service
Featured Articles
10 Wellbeing Tips From an Award-Winning Contact Centre
How to Better Support Men’s Mental Health in the Contact Centre
Employee Well-Being: How to Reduce Contact Centre Stress
A Guide to Improving Mental Health In the Contact Centre
Popular Pages
The Top 25 Positive Words and Phrases for Customer Service
The Top 50 Words to Describe Yourself on Your CV in 2024
Contact Centre Dashboard Excel Template – FREE Download
The Phonetic Alphabet and How it Improves Customer Service