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 - Paul Cooper
RECENT
POPULAR
25 Tips to Make Your Telesales People More Productive
Do you really know your customers?
It’s Them – Not Me!
Let’s get it (nearly) right – that’ll do!
Why the customer service dinosaurs should be extinct
Why good customer service should be in the news
Where have all the callers gone?
“Ask me no questions, I’ll tell you no lies!”
Customer service – is that all there is?
The Underground Customer Service Revolution
Behold, the future is coming!
The rise and fall of the management bully
It’s Not Empowerment Unless You Trust People
Slow Computer Systems – It’s Not Rocket Science, Is It?
Editor's Pick
10 New Ways Tech Is Helping Agents Right Now
Stop Making Your Absence Rates Go Up!
10 Quick Wins to Help Agents Recover From a Tough Day
Ways to Reduce Friction Between Agents Working on Different Channels
Latest Resources
2025 Contact Center KPI Benchmarking Report
eBook: Transforming Patient Experience for UK Healthcare
Upcoming Events
Unlock the Power of Your QA Data – Webinar
BPO Pulse 2025: Growth, Tech & Trust – Insights from MaxContact & HGS – Webinar
Latest Blogs
Real-Time Agent Guidance: Improving Call Outcomes
Staying Competitive – The New Era of Financial Services Resilience
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
