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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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What is Customer Relationship Management (CRM)?
14 Ideas for Your Team Incentive Programmes
6 Ways Agents Can Communicate the Need for Help – During a Conversation
How Do You Define Great Customer Service?
How Will Artificial Intelligence Change the Contact Centre Industry?
An Introduction to… Using Outbound Text Messages for Customer Service
360 Feedback – What It Is and Why It Works
What is Available Time?
Almost Half of Contact Centres Still Forecast Contact Volumes Manually
The Truth About Agent Empowerment (You Are Probably Getting It Wrong!)
How to Set Up a New Customer Service Centre – The Checklist
14 Tips for Collecting Advisor Feedback
Planning Teams Play a Key Role in Employee Satisfaction
Excel Remains an Ever-Popular Forecasting Tool
What is Average Talk Time?
50% of Contact Centres Multi-Skill “Nearly All” of Their Agents
14 Things You Can Learn From the LEGO Contact Centre
FAQs – Call Forecasting With Spreadsheets
10 Top Tips for Running a Customer Focus Group
30 Ways to Make Your Agents Smile
7 Signs Your CRM System Is Outdated
8 ‘Soft Skills’ Training Exercises
46% of Contact Centres find it Very Difficult or Impossible to get Extra Budget
19 Things We Learnt at the MOO Contact Centre
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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!
Latest Resources
Guide: Applying AI in Customer Service
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