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Articles - Top Story

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

Pros and cons of multi skilling agents with a plus and minus sign on scales

Multi-Skilling Agents – Is It Really Best?

Dont Worry crossed out on notepad - alternatives to don't worry

Alternatives to Saying “Don’t Worry” to Customers

Four seasons of year with line showing peaks - seasonal service level concept

Master Seasonal Service Levels – Just Like This!

Emotion and effort in customer service with blocks and icons

Customer Effort and Emotion – 10 Reasons to Take Action Today

Pros and cons of single skilling agents on a notepad

The Pros and Cons of Single-Skilling Agents

Stressed person in headset sat at desk

Ease Agent Stress – With These 15 Top Tips!

Group of colleagues in work conversation with one absent person in office environment.

Need to Reduce Absence in Your Contact Centre? Here’s How!

Evolution concept with CCaaS 2024 provider icons

Evolution of CCaaS – What’s Next?

Keyboard with knowledge and education icons

Is AI Really a Game-Changer in Knowledge Management?

Successful Onboarding - an inscription on a notebook on the table with a clock, coffee and glasses

21 Top Tips to Improve Your Agent Onboarding

Video Image: Using the 3 Strike Rule in the Contact Centre

How to Use the 3 Strike Rule in the Contact Centre

Person looking at plan with clock, graph line and calculator

A Beginner’s Guide to Managing an Intraday Plan

Six steps to more competent agents

The 6 Steps to More Competent Agents

SOP - Standard Operating Procedure, text on notepad and office accessories on yellow desk

How to Write a Standard Operating Procedure (SOP)

A hand holds an alarm clock with calendar

Is Your Scheduling in Need of an Overhaul? Try These 8 Top Tips

Bupa site visit

15 Ideas You Can Use From Bupa’s Contact Centre

Video Image: Why Your Forecasters Should Always Talk to Marketing

Why Your Forecasters Should Always Talk to Marketing

People on phones using self service

10 Changes Set to Redefine the Future of Self-Service

A group of office workers chatting at desks

Hit the Ground Running! How to Help Your Agents Be Shift Ready

Customer Profitability Analysis

A Beginner’s Guide to… Customer Profitability Analysis

Two call centre agents and a customer on the phone - call transfer concept

How to Stop Call Transfers Ruining Your CX

Working out agent happiness concept with faces in magnifying glasses

Want to Find Out How Happy Your Agents Really Are? Here’s How!

Video Image: How to Use the Sandwich Technique for Customer Service

How to Use the Sandwich Technique for Customer Service

Calendar and alarm clock on yellow background - schedules concept

9 Clever Ways to Improve Agent Schedules