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Articles - Charlie Mitchell

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Techniques to Improve Call Control Skills

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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