Steve Shellabear Archives - Call Centre Helper

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Steve Shellabear

Experience call centre coach and managing director of Dancing Lion

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Recent Articles Most Viewed Articles

Customer Service Skills: How to Improve Empathy, Active Listening and Knowledge

Customer Service Skills: How to Improve Empathy, Active…

How to Deal With a Talkative Customer

How to Deal With a Talkative Customer

How to Handle Contacts From Challenging Customers

How to Handle Contacts From Challenging Customers

10 Ways to Speed up Complaint Handling

10 Ways to Speed up Complaint Handling

Making Mentoring Work in the Contact Centre

Making Mentoring Work in the Contact Centre

What Is Performance Management? With a Definition and Best Practices

What Is Performance Management? With a Definition and…

What to Do With an Agent Who’s Suddenly Lost Their Confidence

10 Sure-Fire Ways to Undermine Compliance

The Do’s and Don’ts of Implementing Analytics

Vonage Named Major Provider in Emerging ICX Category

Zoom Named a Leader in IDC Revenue Orchestration Assessment

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Upcoming Events

15th September 2026

CX Connect Europe

16th September 2026

Under Scrutiny: AI, Human Judgement and the Future of Complaint Resolution – Webinar

Auto QA Is Live: Every Call Scored, Every Score Evidenced

When Customers Can’t Tell It’s AI, QA Can’t Be an Afterthought

Upcoming Webinars

Webinar: Are You Wasting Your CX Data’s Potential?

Webinar: How to Tackle the Biggest Barriers to Quality Assurance (QA)

Webinar: How to Turn Customer Feedback into Action