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
Free Downloads
Call Monitoring Form
Jargon
Events +
Events
Events
Webinars
Recorded Webinars
Videos
Advertise +
Advertise
Advertise
Media Pack
About Us
Articles - Lewis Gallagher
Lewis Gallagher, Senior Solutions Consultant, Netcall
Next
RECENT
POPULAR
Quick Wins to Improve Your C-Sat Scores
Ways to Boost Customer Loyalty in a Digital World
Get the Best Out of Your Hybrid Agents
New Ways to Help Agents Build Rapport
Top Contact Centre Predictions for 2026
Create a “Win–Win” Self-Service Strategy
What’s Happening With Forecasting Right Now?
Stay Ahead in QA and Call Recording
How to Nail Your Outbound Strategy
The Secrets to Scheduling Multiskilled Agents
What’s Next for Voice of the Customer (VoC)?
Where Do WFM Systems Have the Biggest Impact?
10 New Ways Tech Is Helping Agents Right Now
The Return of Voice – AI’s Unlikely Role in Shaping the Future of CX
Bad Habits That Kill Resource Planning
How to Maintain High Quality on Self-Service Channels
Have Wallboards Had Their Day?
What Are Intelligent Contact Centres Doing Right Now?
Top Tips for Digital Channels – Forecasting and Scheduling
Top Tactics to Improve First Contact Resolution (FCR)
Are Chatbots the Tech We All Love to Hate?
10 Game-Changing Ways Emotion Will Shape the Future of CX
New Ways to Empower Agents
Can AI Really Handle Customer Complaints?
Next
Editor's Pick
The Real Reasons You’re Failing to Tackle Lateness
What Does It Really Take to Correct a Customer Politely?
7 Ways to Cut “Dead Wood” in the Contact Centre
How to Unite Your QA and Frontline Teams
Latest Resources
eBook: Why Traditional Quality Assurance is Failing Your Contact Centre
The UK CX Decision-Makers’ Guide 2026
Upcoming Events
Webinar: The Future of Customer Contact
The New Leadership Equation in the Age of AI- Webinar
Latest Blogs
What is Customer Perception? Definition, Types, and How to Improve
How Secure Messaging Platform for Financial Alerts, Drive Trust and Compliance
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 2026
Contact Centre Dashboard Excel Template – FREE Download
The Phonetic Alphabet and How it Improves Customer Service
