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Articles - Featured Articles
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The Best Ways to Start and End a Customer Conversation – With Example Phrases
9 Important Team Leader KPIs
How to Work Out How Many Staff You Need in a Contact Centre
10 Good Feedback Examples to Improve Contact Centre Performance – With Practical Tips and Techniques
32 Tips for Reducing Average Handling Time (AHT)
What is a Customer Satisfaction Score (and How to Calculate CSAT)
Top 20 Motivational Games for the Contact Centre – Suitable for Office-Based Agents and Remote Workers
100 Excellent Customer Service Quotes
Alpha, Bravo, Charlie… What is the Phonetic Alphabet and How it Improves Customer Service?
The Big List of 100+ Power Words to Use in Customer Service
Management Speak – 40 Words and Phrases That Make Your Team Cringe
How to Write a Great Customer Service Letter – With Examples
Design, Test, Review – How to Succeed With Positive Scripting in Customer Service
“Dear Valued Customer” – 22 Steps to Writing a Great Customer Letter
How to Calculate Occupancy in the Contact Centre
Erlang C Formula – Made Simple With an Easy Worked Example
The Best Courtesy Words and Expressions to Use in Customer Service
10 Top-Notch Customer Service Greeting Examples
20 Sneaky Tricks That Call Centre Agents Use to Avoid Calls
Positive Statements to Increase Customer Satisfaction
Data Protection Act, GDPR, Consumer Duty, and Call Recording Laws in the UK
What to Say to an Angry Customer – With Example Words, Statements, and Phrases for Your Agents to Use
What is Average Speed of Answer?
What is the Minimum Number of Staff Required for a 24/7 Call Centre?
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Editor's Pick
Kick-Start Your Next Team Engagement Day – With These Tried and Tested Activities
10 Ways to Kick-Start Your Adherence Improvement Strategy
The 7 Cs of Effective Communication
Improve Your CX Strategy – With These Clever Ideas From Bupa’s Contact Centre!