Articles - Charlie Mitchell

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The Art of Conversation in Customer Service
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Training Your Team to Take Ownership
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10 Feedback Examples to Improve Contact Centre Performance
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Recorded Webinar: 5 Sure-Fire Quality Monitoring Techniques
Recorded Webinar: Managing People Remotely
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“I’d Like to Speak to a Manager” – 7 Ways to Deal With Difficult Customers
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10 Examples of Customer Service Activities
Recorded Webinar: What Does a Super-Agent Look Like?
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What to Look for in WFM Software
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32 Call Centre KPIs That You Need to Track (And Why!)
Annette Franz
Podcast – What Makes a Great Customer Experience?
Doug Casterton
Podcast – Resource Planning Advice to Boost Efficiency and Engagement
Thomas Laird
Podcast – Contact Centre Excellence: How to Stand Out From the Crowd
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11 Tips and Tools to Improve Call Centre Quality Assurance (QA)
Erica Mancuso
Podcast – Contact Centre Technology: Where Should I Invest?
Kim Ellis
Podcast – The Essential Customer Service Skills and How to Develop Them
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Customer Service Skills: How to Improve Empathy, Active Listening and Knowledge
Martin Jukes
Podcast – What Will a Good Call Centre Advisor Look Like in Ten Years
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Recorded Webinar: Self-Service- How to Remove Calls from the Contact Centre
Leslie O'Flahavan
Podcast – Customer Service Writing: How to Get More from Your Emails and Chats
John Casey
Podcast – WFM Tricks That Will Get You Through Busy Periods
Jo Hale
Podcast – Top Contact Centre Problems and How To Solve Them
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20 Contact Centre Predictions for 2020
The contact centre podcast cover art for Sandra Thompson, on 'customer experience, the new thinking for delighting your customers'
Podcast – Customer Experience: The New Thinking for Delighting Your Customers
 
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