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 - Michael McKinlay
Michael McKinlay, CEO at Sytel
Connect with Michael on LinkedIn
RECENT
POPULAR
What to Look for When Buying an ACD System
Why Should Contact Centres Invest in Artificial Intelligence?
14 Contact Centre Challenges With Expert Solutions
21 Smart Ways to Improve Webchat
The Hidden Gems of Call Routing Software
Should answer machine detection (AMD) be turned on or off?
Editor's Pick
Top Contact Centre Predictions for 2026
5 Ways to Boost Team Performance
Turn a Bad Team Leader Into a Good Team Leader
Which Soft Skills Do CX Leaders Really Need?
Latest Resources
The Inner Circle Guide to AI-Enabled Agent Assistance
Report: The Zendesk AI Effect 2025
Upcoming Events
Webinar: Raising the Bar for CX in 2026
Beyond the Buzz: Real AI for Real CX – Webinar
Latest Blogs
How to Overcome Knowledge Base Limitations
How IT and CX Leaders Align on Modern Customer Experience Strategy
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 2025
Contact Centre Dashboard Excel Template – FREE Download
The Phonetic Alphabet and How it Improves Customer Service