The Top Stories of 2018 Related Articles The Top 10 stories of 2013 14 Funny Customer Service Stories That Will Make You Chuckle The Top Stories of 2020 The Top Stories of 2022 1,812 Filed under - Call Centre Management, Top 10 This year, we’ve published hundreds of articles on our site with the aim of helping you to boost your contact centre performance. Here are the top ten stories with the most page views in 2018. Enjoy! Number 10. 12 Top Uses of Artificial Intelligence in the Contact Centre We turned to our panel of experts to discuss the top uses of Artificial Intelligence (AI) in the contact centre. Views: 6,222 Number 9. How to Calculate Attrition In this article, we investigated how to measure and calculate attrition rates in the contact centre. Views: 6,359 Number 8. Call Centre Quality Parameters: Creating the Ideal Scorecard and Metric We discussed how to create contact centre quality scorecard, highlighting what elements of customer service should be included and how they should be weighted. Views: 6,546 Number 7. A Policy for Dealing With Angry and Abusive Customers We offered advice for defining a policy for handling angry and abusive customers, while sharing steps on how the contact centre can prepare itself for them. Views: 7,015 Number 6. Customer Service Apologies – Keeping Sorry Fresh and Sincere In this article, we provided six key steps on how best to apologise to the customer and turn a negative customer experience into a positive. Views: 7,545 Number 5. 10 Examples of Exceptional Customer Service We searched far and wide for ten great examples of contact centre advisors really going above and beyond for the customer. Views: 10,487 Number 4. What Are the Industry Standards for Call Centre Metrics? We identified the industry standards for key contact centre metrics and gave advice for both meeting and exceeding these standards. Views: 13,042 Number 3. The Best Call-Closing Statements We asked our readers for their favourite call-closing statements and explored what it was that made them so special. Views: 19,005 Number 2. How to Calculate Occupancy In this article, we investigated how to calculate occupancy in the contact centre, before sharing some critical advice for best using the metric. Views: 24,167 Number 1. Erlang C Formula – Made Simple With an Easy Worked Example In this article, we entered into a technical discussion about the Erlang C formula, with easy steps to help you work through it. Views: 33,276 What was your favourite story of 2018? Let us know in the comments below. Viewing stats and social shares are accurate as of the 4th of December 2018. Author: Rachael Trickey Published On: 17th Dec 2018 - Last modified: 23rd Mar 2020 Read more about - Call Centre Management, Top 10 Recommended Articles The Top 10 stories of 2013 14 Funny Customer Service Stories That Will Make You Chuckle The Top Stories of 2020 The Top Stories of 2022 Contact Centre Reports, Surveys and White Papers Get the latest exciting call centre reports, specialist whitepapers and interesting case-studies. Choose the content that you want to receive. Contact Centre Reports, Surveys and White Papers Invites to exclusive Webinars & Events Weekly Newsletter