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

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Multi-Skilling Agents – Is It Really Best?

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Customer Effort and Emotion – 10 Reasons to Take Action Today

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The Pros and Cons of Single-Skilling Agents

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Need to Reduce Absence in Your Contact Centre? Here’s How!

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21 Top Tips to Improve Your Agent Onboarding

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A Beginner’s Guide to Managing an Intraday Plan

Six steps to more competent agents

The 6 Steps to More Competent Agents

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How to Write a Standard Operating Procedure (SOP)

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15 Ideas You Can Use From Bupa’s Contact Centre

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Want to Find Out How Happy Your Agents Really Are? Here’s How!

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9 Clever Ways to Improve Agent Schedules

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Kick-Start Your Next Team Engagement Day

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Supercharge Your Customer Service – From Average to Excellent

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Highlights of NICE Interactions 2024

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Want Your Frontline Staff to Share More Customer Feedback? Try This!

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The 7 Cs of Effective Communication

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How to Create a Lunch Schedule for Your Contact Centre

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Improve Your CX Strategy – Clever Ideas From Bupa’s Contact Centre!

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The Top 10 Customer Service Questions

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