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Articles - Top Story

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

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Enhance FCR With Smart Routing

A close up of calendar and alarm clock on the table - last minute time off

The Best Ways to Deal With Last-Minute Time-Off Requests

The Top 10 Onboarding Metrics – Are You Using Them?

The Superhuman Touch – How to Blend Agents and AI for Maximum Impact

Behind the Scenes at Ocado – 21 Simply Soup-erb Ideas We Heard

Behind the Scenes at Ocado – 21 Simply Soup-erb Ideas

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What It Takes to Get Training Right in the Contact Centre

10 Secrets to Delivering Consistent CX

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Gartner Releases Magic Quadrant for CCaaS 2024

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The 5-Star Customer Service Skills Your Team Really Need

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Video: Agent Self-Evaluation – The Pros and Cons

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All Aboard! Get Your AI Journey Off to the Best Start

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Train New Agents in Just 30 Days

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Video: The Secrets to Writing Better Customer Emails

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Mastering IVR – What to Do and Avoid

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Kick-Start Cross-Selling in Your Contact Centre

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Live Chat Quality – 7 Training Exercises to Improve It

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What Tech Should You Buy Next? Here’s How to Choose

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18 Bad Habits That Kill CX

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Arm Your Agents in the Battle Against Stress

Next-Gen WFM: What Is Coming Down the Line?

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The Evolution of the Contact Centre

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Video: What’s the Best Sample Size for Quality Scoring?

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The AI Revolution – How Contact Centres Are Adapting

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Get Sickness Under Control – 21 Management Tips