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

An arrow moves from left to right, with words for the industry standards such as KPIS, metrics surrounding the arrow
What Are the Industry Standards for Call Centre Metrics?
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20 Contact Centre Objectives
How to Calculate FCR
How to Calculate First Contact Resolution (FCR) – With Formula
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26 Great Techniques for Showing Real Empathy in Customer Service
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Goodwill Gestures for Better Customer Relationships
Angry people screaming
13 Clever Tactics for Dealing With an Angry Phone Call
Blurred contact centre employees at desks
Need to Reduce Call Transfers? Try These Approaches
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18 Simple Ideas to Reduce Your Abandon Rate
Top Tips to Monitor Customer Service
Clever Ideas for Induction Programmes
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What Is Wrap Time and How Can I Reduce It?
Improve NPS Score
16 Ways to Improve Your Net Promoter Score (NPS)
AI in customer service concept with a robot in headphones coming out of a laptop
Our Top Use Cases for AI in Customer Service
8 Ways to Improve Chatbots and Boost Customer Satisfaction
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The Best De-Escalation Techniques
The Superhuman Touch – How to Blend Agents and AI for Maximum Impact
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Our Top Technology Contributors of 2024
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How to Deliver Bad News in Customer Service
A photo of a person sticking their tongue out to make a rude gesture
How to Deal With Rude Customers
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26 Best Practices for a Customer Service Knowledge Base
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21 Steps to a More Personalized Customer Experience
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