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Articles - Charlie Mitchell

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25 Good Examples of How to Collect Customer Feedback

Improve NPS Score

16 Ways to Improve Your Net Promoter Score (NPS)

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Training Your Team to Take Ownership

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

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An Action Plan for Customer Empathy

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Which KPIs Do I Need for Contact Centre WFM?

What Is an Acceptable Call Centre Waiting Time?

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11 Tips and Tools to Improve Call Centre Quality Assurance (QA)

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The Art of Conversation in Customer Service

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How to Calculate Schedule Inefficiency

Exceptional Customer Service Examples

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How to Create the Best Customer Service Survey – With Examples

Kim Ellis

Podcast – The Essential Customer Service Skills and How to Develop Them

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How to Deal With Rude Customers

Thomas Laird

Podcast – Contact Centre Excellence: How to Stand Out From the Crowd

The contact centre podcast cover art for Martin Teasdale's discussion on 'How to extract more value from your contact centre quality programme'

Podcast: How to Extract More Value From Your Contact Centre Quality programme

Leslie O'Flahavan

Podcast – Customer Service Writing: How to Get More from Your Emails and Chats

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15 Interesting Ways to Modernize Your Contact Centre

John Casey

Podcast – WFM Tricks That Will Get You Through Busy Periods

The contact centre podcast cover art for Peter Massey's discussion on 'how can we increase customer engagement by doing less?'

Podcast: How can We Increase Customer Engagement by Doing Less

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Recorded Webinar: 5 Sure-Fire Quality Monitoring Techniques

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Workforce Optimisation: 11 Ways to Improve Your Contact Centre Schedules

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

A photo for the Contact Centre Podcast

Podcast – Employee Engagement: Thinking Beyond Happy Employees Make Happy Customers