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Articles - Top Story

Discover our selection of top stories that have been published on Call Centre Helper.

The word unfair being transformed to fair on blackboard

Why “Fair” Remains a Crucial Topic in Meeting KPIs

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Top Tips for Digital Channels – Forecasting and Scheduling

Call centre workers in an office

What Will Agent Roles Look Like in 2035?

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Top Tactics to Improve First Contact Resolution (FCR)

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Stay on Top of Social Media Like a CX Pro

Value concept with dial with min and max

10 Ways to Make Customers Feel More Valued

AI self service concept with person using multiple devices at home

Five AI Use Cases for Self-Service

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Why Your Agents Are Calling It Quits

Confidence concept with person on rock above clouds

10 Ways to Create More Confident Agents

A pair of white robots dressed like an angel and a devil - love or hate chatbot concept

Are Chatbots the Tech We All Love to Hate?

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Get Your Outsourcing Partnerships Off to the Best Start

Angry person shouting down phone

How to Deal With Angry Customers

Digital learning concept with icons

Digital Literacy: How to Train Agents to Work Alongside AI Tools

Person working at laptop with global map

How to Succeed in a Global Planning Role

Coaching time concept with a stopwatch holding a notepad and coaching checklist

How to Make the Best Use of Coaching Time

emotion post-it notes

10 Game-Changing Ways Emotion Will Shape the Future of CX

Call centre worker on night shift

The Best Ways to Manage the Night Shift

Gathering feedback concept with one hand holding idea lightbulb and another with speech bubbles

What’s the Best Way to Reward Customers for Their Feedback?

Magnifying glass held by hand selects happy smiley face icon - CX concept

The Latest Emerging Trends and Strategies in CX

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A Fond Farewell: How to Offboard and Celebrate Departing Agents

How to Define Career Paths in Your Contact Centre

Email icons and person on laptop

Perfect Your Automated Customer Service Emails

Empowerment concept with five people in nature at sunset

New Ways to Empower Agents in 2025

Customer feedback increasing agent performance

Using Customer Feedback to Improve Agent Performance