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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A photo of smiling contact centre advisor making a point
Customer Service Skills: How to Improve Empathy, Active Listening and Knowledge
Dog and human sharing empathetic connection
26 Great Techniques for Showing Real Empathy in Customer Service
A call centre agent in an office wearing a headset and glasses
How to Handle Contacts From Challenging Customers
A picture nice words to say to someone
Customer Service: 50 Nice Words to Say to Someone
Tips for Emotional Intelligence
15 Tips for Building Emotional Intelligence in Customer Service
Woman using a calculator, making calculations and checking business statistics
How to Calculate Call Centre Agent Utilisation – the Formula
Two hands holding a calculator with the words erlang calculators explained
What is Erlang and the Erlang Calculator?
Leadership and team building concept with hands moving puzzle pieces with people
How to Prepare Agents for Their First Leadership Role
Person defending against an angry dragon - protect from abuse concept
How to Protect Your Agents From Customer Abuse
An arrow moves from left to right, with words for the industry standards such as KPIS, metrics surrounding the arrow
What Are the Industry Standards for Call Centre Metrics?
Funnel Questions for Customer Service
How to Use Funnel Questions – With Examples
Young smiling experienced operator of call center answering the question of his client
How to Train Active Listening in the Call Centre – With Exercises
A teddy bear sits in a little wheelchair, with a leg in a bandage and plasters on its head
How To Deal With Vulnerable Customers
A photo of the action plan concept
An Action Plan for Dealing With Absenteeism
How to Calculate Absenteeism – with Formula
A photo of female Asian supervisor training work with telemarketing customer service agent team in call centre
How to Coach Empathy in the Contact Centre – With Three Training Exercises
Call Centre Resource Planning: What You Need to Know
A picture of a person doing archery
Techniques to Improve Call Control Skills
How to Assess Quality on Email and Live Chat in the 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
How is Average Handling Time (AHT) Distributed? It is Not How you Think!
Online Monthly Forecast
Experimental Online Call Centre Forecasting Tool
Happy woman reading a letter on a table at home
How to Write a Great Customer Service Letter – With Examples
Security question concept with a question mark and a padlock
What Are the Best Security Questions for Call Centres?
 
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