Articles - Editor’s Picks

Browse our hand-picked selection of some of the best and most popular content Call Centre Helper has published.

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Being Super-Busy: The Modern Excuse for Not Coaching Staff
How to Calculate an Employee Net Promoter Score
12 Top Tips for Intraday Management in the Contact Centre
The Quality Problem: Good Advisors Stay Good – Average Advisors Stay Average
8 Benefits of Creating a Culture of Learning in Your Contact Centre
A cartoon man holds his hand up in a wave, while saying "the best courtesy words and phrases to use in customer service
The Best Courtesy Words and Expressions to Use in Customer Service
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The Contact Centre Manifesto – Don’t Do ANYTHING Until You Have Done These 10 Things!
How to Predict Call Abandon Rates Based on Service Level
Concept of Schedule Adherence
How do I Calculate… Schedule Adherence?
Why Do Different Agents Have Different Average Handle Times (AHT)?
Give Agents the Right Tools to Do Their Job
Which Technologies Give the Best Return on Investment (ROI)?
14 Top Tips for Digital Customer Service
The Latest Trend: Dogs in the Contact Centre
Comic style hello with the words customer service greeting messages
10 Catchy Greeting Examples for Customer Service
Call centre agent - sneaky tricks employees play to avoid calls
20 Sneaky Tricks That Call Centre Agents Use to Avoid Calls
How to Calculate… Net Promoter Score
Words and Phrases an Advisor Should NEVER Say to an Angry Customer
Person on computer with document icons and checkmarks and magnifying glass - quality calibration concept
How to Calibrate Quality Scores
15 Things You Can Learn from the DPD Contact Centre
steps to lightbulb
12 Steps to Improve Contact Centre Effectiveness
Is There a Correlation Between Queue Time and Customer Satisfaction Levels?
Speech box with the words positive statements to increase customer satisfaction
Positive Statements to Increase Customer Satisfaction
Is There a Link Between Customer Experience and Profitability?
 
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