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Articles - Charlie Mitchell

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How to Handle Contacts From Challenging Customers

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5 Examples of Contact Centre Fraud – And How to Prevent Them!

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How to Provide Closed-Loop Feedback With Employees and Customers

Funnel Questions for Customer Service

How to Use Funnel Questions – With Examples

Train Team Leaders Well

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Contact Centre Benchmarking vs. Balanced Scorecard: Which Is Best?

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How to Create the Best Customer Service Survey – With Examples

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Six Ideas to Drive Employee Engagement

TED Questions for Customer Service

15 TED Questions for Customer Service – With Examples

46 Tips for Managing Absence

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What Is the Difference Between an Abandoned, a Missed and a Lost Call?

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Customer Service Language – With Examples

5 Tips to Become the Best Call Center Team Leader

Video: 5 Tips to Become the Best Call Centre Team Leader

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How to Calculate Schedule Inefficiency

How Can You Automate Your Contact Centre?

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Customer Segmentation: How to Segment Your Customer Base

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How to Write Good Customer Support Live Chat Scripts – With Examples

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What is a Customer Management Centre?

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An Action Plan for Customer Empathy

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Coaching Talkative Advisors to Provide Better Customer Service

How to Create a Customer Balanced Scorecard – with Template and Examples

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A Guide to Call Disposition Codes

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How to Deal With an Indecisive Customer

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How to Calculate Conformance

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Editor's Pick

Thumbnail The Best Ways to Track Absence in the Contact Centre

The Best Ways to Track Absence in the Contact Centre

Thumbnail Contact Centre Predictions for 2025

Contact Centre Predictions for 2025

Thumbnail 10 Christmas Office Games to Motivate Your Team

10 Christmas Office Games to Motivate Your Team

Thumbnail Stop Doing These Stupid Things to Your Customers

Stop Doing These Stupid Things to Your Customers

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