Susannah Richardson - Call Centre Helper

Susannah Richardson

Recent Articles Most Viewed Articles

25 Tips to Make Your Telesales People More Productive

25 Tips to Make Your Telesales People More Productive

14 Ideas for Providing a Memorable Customer Experience

14 Ideas for Providing a Memorable Customer Experience

8 Ways to Improve Chatbots and Boost Customer Satisfaction

8 Ways to Improve Chatbots and Boost Customer Satisfaction

19 Tips for Reducing Customer Effort

19 Tips for Reducing Customer Effort

21 Great Ways to Personalise Your Customer Interactions

21 Great Ways to Personalise Your Customer Interactions

On premise, managed service, hosted or cloud – Which is the best?

On premise, managed service, hosted or cloud –…

New solutions for cutting complaints

New solutions for cutting complaints

How do I… Get the Best from a Multi-Channel Contact Centre?

How do I… Get the Best from a Multi-Channel…

16 Mistakes to Avoid With Call Scripting

16 Mistakes to Avoid With Call Scripting

14 Ways to Improve Security for Customers

14 Ways to Improve Security for Customers

The Future of Voice in the Contact Centre

The Future of Voice in the Contact Centre

Can a Unified Desktop Improve Agent Productivity?

Can a Unified Desktop Improve Agent Productivity?

10 Techniques to Reduce Time Spent on ID and Verification

10 Techniques to Reduce Time Spent on ID and Verification

What Is a CRM System and How Can It Improve Contact Centre Performance?

What Is a CRM System and How Can It Improve Contact…

How Do I… Remove Average Handling Time (AHT) as an Agent Target?

How Do I… Remove Average Handling Time (AHT) as an Agent…

Is Email on its Way Out?

Is Email on its Way Out?

How do I… Get a single view of the customer?

How do I… Get a single view of the customer?

7 Ways to Improve the Agent Desktop

7 Ways to Improve the Agent Desktop

10 Ideas for Increasing Your Understanding of the Customer

10 Ideas for Increasing Your Understanding of the Customer

What to Look for When Buying… A Cloud-Based Contact Centre Solution

What to Look for When Buying… A Cloud-Based Contact…

Can the weather affect the mood of the caller / contact centre?

Can the weather affect the mood of the caller / contact…

How Will the Internet of Things Change the Contact Centre?

How Will the Internet of Things Change the Contact Centre?

Why Should Contact Centres Invest in Artificial Intelligence?

Why Should Contact Centres Invest in Artificial…

15 Common Broken Processes in Contact Centres

15 Common Broken Processes in Contact Centres

How to Tackle the Blurred Boundaries of Working Remotely

Start Preparing Your Frontline for Machine Customers

10 Tactics for Stronger Customer Communities

Zoom Launches $150K AI Grant Programme

Enghouse Systems to Acquire MIND C.T.I.

What Contact Centres Are Doing Right Now - 2026 Edition

White Paper: Three Ways to Make Automated Customer Experiences More Human

Upcoming Events

13th November 2026

Live Show & Tell: What WFM Teams Are Building With AI

17th November 2026

CX Tech Talk – How Zoom’s Agentic AI Expert Assist Fixes

Congratulations, You Are Now a Software Vendor (To Yourself)

Awaab’s Law and the Contact Centre

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