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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A picture of a person jumping on top a mountain in front of a sunset
How to Raise the Profile of Your Contact Centre
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8 Useful Customer Journey Mapping Tools and Techniques
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A Checklist for Implementing… Performance Management Tools
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18 Characteristics of Great Customer Service
19 Ways to Deal with High Contact Volumes
Recorded Webinar: Ways to Empower Contact Centre Advisors
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A Checklist for Implementing… Speech Analytics
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18 Simple Ideas to Reduce Your Abandon Rate
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20 Great Ways to Drive Down Customer Complaints
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17 Smart Ways to Refresh Your Homeworking Strategy
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16 Contact Centre Technology Innovations That You Can’t Ignore
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Waiting Time: What Is Best for Your Customers?
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11 Tips and Tools to Improve Call Centre Quality Assurance (QA)
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What Is Wrap Time and How Can I Reduce It?
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20 Contact Centre Predictions for 2020
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15 Interesting Ways to Modernize Your Contact Centre
A photo of a person sticking their tongue out to make a rude gesture
How to Deal With Rude Customers
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20 Contact Centre Objectives
Improve NPS Score
16 Ways to Improve Your Net Promoter Score (NPS)
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What Are the Industry Standards for Call Centre Metrics?
8 Ways to Improve Chatbots and Boost Customer Satisfaction
The Benefits, Challenges and Best Practices of First Call Resolution
How to Calculate FCR
How to Calculate First Contact Resolution (FCR) – With Formula
 
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