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Articles - Charlie Mitchell

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Training Your Team to Take Ownership

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An Action Plan for Customer Empathy

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How to Deliver Bad News to a Customer – With Examples

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How to Provide Closed-Loop Feedback With Employees and Customers

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What is a Customer Management Centre?

Kim Ellis

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

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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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What to Look for in WFM Software

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

Annette Franz

Podcast – What Makes a Great Customer Experience?

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

Why Should Contact Centres Invest in Artificial Intelligence?

21 Top Tips for Appointment Setting

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?

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20 Contact Centre Predictions for 2020

How Can You Automate Your Contact Centre?

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Six Ideas to Drive Employee Engagement

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

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

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Customer Segmentation: How to Segment Your Customer Base

Recorded Webinar: What Does a Super-Agent Look Like?

Erica Mancuso

Podcast – Contact Centre Technology: Where Should I Invest?

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