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
How to Practice Patience in Customer Service
The Worst Examples of Saying “Sorry” to Customers
15 Award-Winning Ideas from Teleperformance Contact Centre
Top Tips for Digital Channels – Forecasting and Scheduling
Latest Resources
White Paper: Why Customer Satisfaction Is Your Most Valuable Asset
White Paper: How To Drive Contact Centre Effectiveness and ROI
Upcoming Events
NiCE Interactions 2025 International – London
Webinar: Customer Feedback Tactics You Can’t Overlook
Latest Blogs
How to Build a Customer Journey Framework
How to Future-Proof Your WFM System for Long-Term ROI
Featured Articles
Welcome Calls: A Simple Way to Increase Customer Satisfaction
15 Clarifying Questions For Customer Service
When Is It OK to Hang-Up on a Customer?
How to Setup a Call Centre from Scratch – The Checklist
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