The Top Stories of 2023

Person sitting on bean bag reading book with the words top stories of 2023

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This year, we’ve published hundreds of articles on our website to help you to improve day-to-day life in your contact centre – featuring everything from best practice advice to the latest trends and technologies.

Here are the top ten stories, according to page views, that we’ve published in 2023. Enjoy!

1. The Best De-Escalation Techniques

Storm clouds over sun and field- de-escalation concept

We asked our panel of experts for practical de-escalation techniques contact centre agents can use when dealing with a challenging customer to defuse the situation and find a suitable resolution.

Views: 4,111

The Best De-Escalation Techniques

2. 23 Things Every Contact Centre Manager Needs to STOP Doing in 2023

Stop sign with blurred coloured background

Are you guilty of doing things the way they’ve always been done? Looking to make some positive changes, but don’t know where to start?

Look no further! We asked our panel of consultants for the things contact centre managers really need to stop doing – as soon as possible – to help rejuvenate their customer service operations.

Views: 3,367

23 Things Every Contact Centre Manager Needs to STOP Doing in 2023

3. 6 Contact Centre Initiatives You Can’t Ignore

Dice showing number six with neon colours

Here are some of the top initiatives contact centre managers need to be keeping a close eye on, to avoid their operations being left behind.

Views: 1,870

6 Contact Centre Initiatives You Can’t Ignore

4. The 10 Pillars of EX (Employee Experience)

Pillars in the clouds

Engaged, happy employees are less likely to leave, can be your best advocates, and more.

Employee Experience (EX) is the foundation of this, so we asked our consultants panel what it takes to get EX right.

Here are the ten pillars of employee experience (EX).

Views: 1,716

The 10 Pillars of EX (Employee Experience)

5. Goodwill Gestures for Better Customer Relationships

Goodwill gesture concept with dog holding gift

Goodwill gestures don’t always have to be monetary, and a one-size-fits-all gesture can fail to fix the damage caused by a negative experience.

With this in mind, we asked our panel of experts for their best goodwill gestures that can be used to build better customer relationships.

Views: 1,652

Goodwill Gestures for Better Customer Relationships

6. 35 Surefire Ways to Demotivate Your Best Agents

Bored and unmotivated worker

Agent motivation is a big focus in the contact centre and drives everything from leaderboards to “Pizza Fridays”. However, centre leaders also need to proactively address any issues that are demotivating their agents.

Our consultants panel shares how they think contact centre leaders are unintentionally demotivating their frontline staff and what they can do about it.

Views: 1,649

35 Surefire Ways to Demotivate Your Best Agents

7. How to Deliver Bad News in Customer Service

Words bad news surrounded by paper balls

Delivering bad news in customer service isn’t easy, but there are methods agents can use to help the conversation go more smoothly.

This article outlines thirteen best practice tips to help agents deliver bad news in customer service.

Views: 1,638

How to Deliver Bad News in Customer Service

8. How to Combat Quiet Quitting in the Call Centre

Cute little kitten in glasses fell asleep on keyboard on working desk place - quiet quitting concept

Quiet Quitting has become a staple in the conversation when we talk about attrition, as well as remote and hybrid working – and it’s raising its head more and more.

So, what is Quiet Quitting? In short, it’s someone who is almost checking out of the role before actually quitting. In this article, Garry Gormley explains all!

Views: 1,611

How to Combat Quiet Quitting in the Call Centre

9. Ways to Make Working in a Contact Centre Fun

A pineapple with sunglasses and headphones - fun concept

Working in a contact centre can be tedious and stressful if management aren’t taking steps to improve the overall employee experience, but what can be done to make it fun?

We asked our panel of experts for their top ways to make working in a contact centre fun.

Views: 1,501

Ways to Make Working in a Contact Centre Fun

10. Using Scheduling Playbooks to Manage Spikes in Service Demand

Person drawing playbook, strategy and tactics

A playbook is a formalized (written down) pre-agreed set of actions, which are put in place to boost available resource quickly if service levels are suddenly compromised.

In this article, Chris Hoye, Resource Planning Manager at Aviva, explains how this approach can help you better manage spikes in service demand.

Views: 1,488

Using Scheduling Playbooks to Manage Spikes in Service Demand


We hope that you found each of these stories, and all of the others published throughout the year, informative, and that you were able to implement some of these ideas in your contact centre.

But stay tuned, as we look to create even more great articles in 2024. And remember to subscribe to our newsletter and follow us on LinkedIn if you don’t want to miss out!

Viewing stats and social shares are accurate as of 7th December 2023.

Author: Megan Jones

Published On: 21st Dec 2023
Read more about - Call Centre Management, ,

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