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Articles by Megan Jones
Megan is Editor at Call Centre Helper. She first started working for Call Centre Helper in 2013 and has held a number of roles - News Editor, Features Editor and now Editor.
She has visited a large number of award winning contact centres such as Tesco, Lego, BT and AA. She is well respected in the industry.
Connect with Megan on
LinkedIn
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Recorded Webinar: 5 Key Features of Call Centre Design
Is Your Contact Centre in Need of a Re-Design?
Sales Through Service: The Right Way to Up-sell in the Contact Centre
Industry Average for Service Level is changing from 80% in 20 Seconds
4 Steps to Managing Absence
What Makes Smaller Contact Centres so Different?
10 Ways to Make Scheduling Processes More Efficient
The Hidden Gems of Call Recording
5 Signs Your Agents Don’t Care
58 Ways to Change Your Contact Centre
Average Handling Time (AHT) vs Customer Experience
How Do I… Overcome the Friday Slump?
How to Apply Quality Monitoring to Webchat
How Will the Internet of Things Change the Contact Centre?
Employee Engagement: Do You Have a Best Friend at Work?
21 Ways to Boost Customer Satisfaction
11 Things You Can Learn From the Siniat Contact Centre
Why Queuing Isn’t Just About the Numbers
Should Advisors Be Allowed to Eat at Their Desks?
What’s Next With… Workforce Management?
What I’ve Learnt From Listening to My Customers’ Calls
Process Failures are the Main Reason for Repeat Calls
How Do I… Recruit the Best Agents?
Isn’t It Time Agents Picked Their Own Holidays?
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Editor's Pick
Kick-Start Your Next Team Engagement Day – With These Tried and Tested Activities
10 Ways to Kick-Start Your Adherence Improvement Strategy
The 7 Cs of Effective Communication
Improve Your CX Strategy – With These Clever Ideas From Bupa’s Contact Centre!