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Articles - Top Story

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

Video Image: How to Choose Which Calls to Evaluate

How to Choose Which Calls to Evaluate

Customer Service Agents With Headsets Working In A Call Center

16 Ways to Reduce AHT – Without Damaging the Customer Experience

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Enhance FCR With Smart Routing

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5 Things Creative Leaders Do Differently

Video Image: Agent Statements for Supporting Bereaved Customers

Agent Statements for Supporting Bereaved Customers

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

How to Make the Best Use of Coaching Time

Call centre worker on night shift

The Best Ways to Manage the Night Shift

Digital learning concept with icons

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

Empowerment concept with five people in nature at sunset

New Ways to Empower Agents in 2025

Email icons and person on laptop

Perfect Your Automated Customer Service Emails

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A Fond Farewell: How to Offboard and Celebrate Departing Agents

Why Is Video Chat Being Underutilized?

How to Define Career Paths in Your Contact Centre

Confidence concept with person on rock above clouds

10 Ways to Create More Confident Agents

24 hours 7 days concept with red clock and handset

Top Tips for Running a Great 24/7 Contact Centre Operation

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Why Immersive Experiences Are the Future of CX

Superhero standing on top of world - empowerment concept

Are You Doing Enough to Empower Your Agents?

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Stay on Top of Social Media Like a CX Pro

Call centre workers in an office

What Will Agent Roles Look Like in 2035?

The word unfair being transformed to fair on blackboard

Why “Fair” Remains a Crucial Topic in Meeting KPIs

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How to Prioritize Leadership Training

emotion post-it notes

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

Person working at laptop with global map

How to Succeed in a Global Planning Role

Person who quit holding a box of belongings

Why Your Agents Are Calling It Quits