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Articles - Charlie Mitchell

21 Top Tips for Appointment Setting

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How to Provide Closed-Loop Feedback With Employees and Customers

A Genesys webinar on the new rules for customer experience

Recorded Webinar: The New Rules for Customer Experience

Martin Jukes

Podcast – What Will a Good Call Centre Advisor Look Like in Ten Years

Online conference slides on the shape of the contact centre industry in 202 and beyond

Recorded Webinar: The Shape of the Contact Centre Industry In 2020 & Beyond

Doug Casterton

Podcast – Resource Planning Advice to Boost Efficiency and Engagement

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What to Look for in WFM Software

A picture of a person thinking with a colourful brain with cogs and other diagrams above their head

What is a Customer Management Centre?

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

Jo Hale

Podcast – Top Contact Centre Problems and How To Solve Them

Podcast: Channel Shift: How can we safely move customers from one channel to another?

Two people with a can phone on an orange background

Coaching Talkative Advisors to Provide Better Customer Service

Annette Franz

Podcast – What Makes a Great Customer Experience?

Why Should Contact Centres Invest in Artificial Intelligence?

Morris Pentel, A customer experience expert, talks on the contact centre podcast on 'is it time to rethink your call centre metrics?'

Podcast: Is It Time to Rethink Your Call Centre Metrics?

A picture of 2020 balloons

20 Contact Centre Predictions for 2020

How Can You Automate Your Contact Centre?

Podcast: How can you create a happy culture of positive people?

Serious, concentrated cat works remotely on a laptop while sitting at home

Six Ideas to Drive Employee Engagement

Podcast: Contact Centre AI: What are your options?

5 Tips to Become the Best Call Center Team Leader

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

Recorded Webinar: How to Make Your Agents More Productive

Recorded Webinar: How to Make Your Agents More Productive (2019)

Multicolored sheets with figures and magnifying glass

Customer Segmentation: How to Segment Your Customer Base

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