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

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Performance Management Best Practices
Illustration of people and their information
21 Steps to a More Personalized Customer Experience
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How to Deal With Frustrated Customers – And Make Them Happy
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16 Key Components of a Digital Customer Transformation Strategy
Shift Planning Calendar
12 Shift-Planning Techniques
managing-change-in-the-contact-centre-webinar-featured-image
Recorded Webinar: Managing Change in the Contact Centre
What should you put in a customer vision statement
What Should You Put in a Customer Service Vision Statement?
Call Centre Pain Points
What Are the Main Call Centre Pain Points, and How Can They Be Solved?
Compass of principles
The 26 Principles of Good Customer Service
Improve Your Voice of Customer Programme
20 Smart Ideas to Improve Your Voice of the Customer Programme
Giving flowers as a gesture of goodwill
18 Goodwill Gestures to Build Better Employee Relationships
Pressure of Demanding Customers
How to Deal With Demanding Customers
Call Centre Predictions for 2022 Fortune Cookies
Contact Centre Predictions for 2022
Problems Facing Contact Centres Warning Sign
The Biggest Problems Facing Contact Centres Today
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The Future of Customer Communication
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20 Demand Planning Techniques for Your Call Centre
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23 Key Processes Call Centre Automation Can Simplify
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The Dos and Don’ts of Automated Assistants in the Contact Centre
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26 Great Techniques for Showing Real Empathy in Customer Service
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23 New Ideas for Customer Service Over the Phone
Angry people screaming
13 Clever Tactics for Dealing With an Angry Phone Call
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20 Best Practices for Messaging Customers
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16 New-Age Ideas for Inspiring a Young Workforce of Super-Agents
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19 Intelligent Ideas to Improve Employee Experience