Articles - Frank Sherlock

Frank Sherlock is the VP for CallMiner International, responsible for expanding CallMiner customer footprint in the region.

He has worked in and around the contact centre and customer experience space for the last 20 years, including holding senior roles in companies.

Connect with Frank on LinkedIn

Frustrated person on pink background
How to Deal With Frustrated Customers – And Make Them Happy
Storm clouds over sun and field- de-escalation concept
The Best De-Escalation Techniques
row of colourful wired phones
18 Simple Ideas to Reduce Your Abandon Rate
A photo of an innovative child
16 Contact Centre Technology Innovations That You Can’t Ignore
Two call centre agents and a customer on the phone - call transfer concept
How to Stop Call Transfers Ruining Your CX
Top Tips to Monitor Customer Service
Knowledge management systems or KMS illustration representing systematic process of advice, insights, information, practice, process, improvement, people and technology.
How to Keep Your Knowledge Base Up to Scratch
A pineapple with sunglasses and headphones - fun concept
Ways to Make Working in a Contact Centre Fun
Technology business case concept with speech bubble saying business case resting on keyboard
What to Include in a Business Case for New Technology
Person watering brain tree
26 Best Practices for a Customer Service Knowledge Base
Compass of principles
The 26 Principles of Good Customer Service
Business challenge or obstacle vector concept
Challenges Impacting the Credit and Collections Industry
A happy contact centre advisor sits in front of a computer screen
15 Interesting Ways to Modernize Your Contact Centre
A red cog being placed among other cogs acting as the keystone
23 Key Processes Call Centre Automation Can Simplify
What is Conversation Analytics?
Video: What Is Conversation Analytics?
Best Practice Speech Bubble Isolated On Red Background
Performance Management Best Practices
A photo of happy and unhappy dice
20 Great Ways to Drive Down Customer Complaints
Broken concrete bridge - broken process concept
Key Signs of Broken Processes (and How to Fix Them)
A photo of someone presenting analytics findings
A Checklist for Implementing… Speech Analytics
A hand holding jigsaw piece with background of teamwork people connection - technology solving staffing gaps concept
How Technology Can Plug the Gap in a Short-Staffed Call Centre
Problems Facing Contact Centres Warning Sign
The Biggest Problems Facing Contact Centres Today
Hand holding magnifying glass over speech bubble
Top 10 Use Cases for Speech Analytics
3D Graphs in different colours
20 Demand Planning Techniques for Your Call Centre
Person holding lightbulb with cogs and graph - technology idea concept
10 Ways Technology Can Simplify the Contact Centre