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
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13 Clever Tactics for Dealing With an Angry Phone Call
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
The Superhuman Touch – How to Blend Agents and AI for Maximum Impact
A yellow clock face is in the corner, against a blue background
What Is Wrap Time and How Can I Reduce It?
2024 Contact Centre Predictions
Expert Predictions: What Will 2024 Bring for Contact Centres?
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Need to Reduce Call Transfers? Try These Approaches
Improve NPS Score
16 Ways to Improve Your Net Promoter Score (NPS)
A photo of a person sticking their tongue out to make a rude gesture
How to Deal With Rude Customers
What should you put in a customer vision statement
What Should You Put in a Customer Service Vision Statement?
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Waiting Time: What Is Best for Your Customers?
Call Centre Pain Points
What Are the Main Call Centre Pain Points, and How Can They Be Solved?
Clever Ideas for Induction Programmes
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10 Tips to Elevate Real-Time Adherence
Stressed person in headset sat at desk
Ease Agent Stress – With These 15 Top Tips!
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Is AI Really a Game-Changer in Knowledge Management?
8 Ways to Improve Chatbots and Boost Customer Satisfaction
Shift Planning Calendar
12 Shift-Planning Techniques
People on phones using self service
10 Changes Set to Redefine the Future of Self-Service
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How to Deliver Bad News in Customer Service
AI in customer service concept with a robot in headphones coming out of a laptop
Our Top Use Cases for AI in Customer Service