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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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Key Signs of Broken Processes (and How to Fix Them)

The Secret to Dealing With Awkward Customers

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Is It Best to Schedule or Free-Style Agent Breaks?

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The Essential Guide to Conversation Analytics

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10 Ideas We Heard at the Leeds Building Society Contact Centre

Video Image: What Does Contact Centre Partial Automation Really Mean?

What Does Contact Centre Partial Automation Really Mean?

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10 Clever Ways to Improve Your Service Levels

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The 5 Pillars of Customer Experience (CX)

Video Image: What’s Really Stopping Your Talent From Blooming?

What’s Really Stopping Your Talent From Blooming?

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Time-Saving Hacks for Quality Monitoring

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The Truth About Body Language on the Phone

Video Image: An Easy Step-by-Step Guide to Creating a Schedule

An Easy Step-by-Step Guide to Creating a Schedule

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F*** This! How to Make Sure Your Chatbots Don’t Swear at Customers

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Top Tips to Overhaul Your CX Programme

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How to Design an Escalation Matrix for Call Centre Agents

WFM Guide illustration with person with clock people and calendar / workflow

The Essential Guide to WFM – Key Features to Look For

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21 Amazing Habits to Foster in Your Frontline Agents

Video Image: How to Choose Which Calls to Evaluate

How to Choose Which Calls to Evaluate

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Want to Deliver the Best Mobile CX? Try These 10 Tips

The concept word Empathy on wooden cubes.

How to Develop Empathy as a Skill in Your Frontline Teams

The Right Contact Centre Opening Hours with two clocks with a question mark and lightbulb

Finding the Ideal Opening Hours for Your Contact Centre

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Game On! 12 Use Cases for Gamification

Person pushing a rock up a hill - challenge concept

Why Is It Getting Harder to Be a Good Customer Service Leader?

Person with notepad at laptop - remote coaching concept

The Secrets to Coaching Remotely