Neil Martin - Call Centre Helper

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Neil Martin

Neil Martin is Creative Director at The First Word, an award-winning agency that helps people write like human beings, not corporate robots.

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Recent Articles Most Viewed Articles

The Top 20 Webinars

The Top 20 Webinars

15 Examples of Probing Questions for Customer Service

15 Examples of Probing Questions for Customer Service

Empathy Statements for Customer Service With Examples

Empathy Statements for Customer Service With Examples

21 Quick Wins for Dealing With Chat and Email

21 Quick Wins for Dealing With Chat and Email

Recorded Webinar: Chat and Email Mistakes to Avoid

Recorded Webinar: Chat and Email Mistakes to Avoid

Customer Service: 50 Nice Words to Say to Someone

Customer Service: 50 Nice Words to Say to Someone

“Dear Valued Customer” – 21 Tips For Writing a Great Customer Letter

“Dear Valued Customer” – 21 Tips For…

How to Assess Quality on Email and Live Chat in the Contact Centre

How to Assess Quality on Email and Live Chat in the…

10 Best Practices to Improve Customer Service Live Chat

10 Best Practices to Improve Customer Service Live Chat

What Is Our Metric Fixation Really Costing Us?

Keep Your Finger on the Pulse of What Agents Think

Tactics to Manage QA Well During Seasonal Peaks

Peopleware to Showcase AI-Native WFM at Contact Centre Expo

AnywhereNow Wins Microsoft Global Hackathon Executive Challenge

Webinar Replay: How to Turn Customer Feedback into Action

eBook: Capacity Planning for Contact Centre BPOs

Upcoming Events

14th October 2026

Unified Communications Expo (UCX) London 2026

22nd October 2026

Let Sales Win – What’s Really Happening On Your Floor – Webinar

Why QA and CSAT Scores Don’t Always Match

‘Deflected’ Does Not Mean ‘Resolved’

Upcoming Webinars

Webinar: Should Voice Agents Replace IVRs?

Webinar: Are These Adoption Mistakes Derailing Your AI Strategy?

Webinar: 10 Ways to Make 2027 a CX Success