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Articles - Top Story

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

Angry person shouting down phone

How to Deal With Angry Customers

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?

Person throwing arrow at target - getting it right first time concept

Top Tactics to Improve First Contact Resolution (FCR)

Illustration of a computer with person on laptop and calendar and checklists

Top Tips for Digital Channels – Forecasting and Scheduling

Sustainability concept for contact centre with contact icons on green nature

What It Really Takes to Run a Sustainable Contact Centre

An image of colorful blocks with people icons over wooden table - WFM concept

What Will WFM Roles Look Like in 2035?

Office employees laughing

10 Quick Wins for Cheering Up Your Agents

The Worst Examples of Saying “Sorry” to Customers

Teleperformance site visit

15 Award-Winning Ideas from Teleperformance Contact Centre

Leadership skills concept with icons

How to Limit Agent Burnout With Empathy-Led Leadership

Person in hoodie using a tablet with digital lock icons and warning signs

Are You Doing Enough to Protect Yourself From Contact Centre Fraud?

Mental health concept with a brain and lightbulbs

How to Rethink Agent Mental Health

15 Proven Tactics to Reduce Abandon Rate

Intelligent automated contact centre concept with robot hand holding cube with contact icons

What Are Intelligent Contact Centres Doing Right Now?

Agent data concept with illustration of graphs and employees looking at stats

Have Wallboards Had Their Day?

Site visit image from Costa Coffee Contact Centre

15 Ideas We Heard at Costa Coffee’s Contact Centre

Hand holding a clock and hand with phone, with a speech bubble and checklist - out of hours concept

Out of Hours Service – Who’s Doing It Best?

WhatsApp being more popular image with chat mick up

Why WhatsApp Is Growing in Popularity for Contact Centres

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

How to Write a Standard Operating Procedure (SOP)

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

Master Seasonal Service Levels – Just Like This!

Team of people working at a contact centre

Top 10 Ideas to Boost Contact Centre Efficiency

Soft skills every agent needs to know before going live

5 Soft Skills Every Agent Needs Before Taking Their First Call

Upset and stressed person sat at computer

How to Support an Agent After an Angry Call

Leeds Building Society Site Visit cover

10 Ideas We Heard at the Leeds Building Society Contact Centre