Articles - Frank Sherlock

Frank Sherlock is the VP for CallMiner International, responsible for expanding CallMiner customer footprint in the region.

He has worked in and around the contact centre and customer experience space for the last 20 years, including holding senior roles in companies.

Connect with Frank on LinkedIn

The Superhuman Touch – How to Blend Agents and AI for Maximum Impact
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Ease Agent Stress – With These 15 Top Tips!
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Is AI Really a Game-Changer in Knowledge Management?
People on phones using self service
10 Changes Set to Redefine the Future of Self-Service
Two call centre agents and a customer on the phone - call transfer concept
How to Stop Call Transfers Ruining Your CX
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Key Signs of Broken Processes (and How to Fix Them)
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New Research Suggests Consumer Confidence Is Recovering
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Time-Saving Hacks for Quality Monitoring
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Stop Spamming! 10 Better Ways to Collect Customer Feedback
Hand holding magnifying glass over speech bubble
Top 10 Use Cases for Speech Analytics
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Need to Reduce Call Transfers? Try These Approaches
Knowledge management systems or KMS illustration representing systematic process of advice, insights, information, practice, process, improvement, people and technology.
How to Keep Your Knowledge Base Up to Scratch
A hand with a clock - elevate real time adherence
10 Tips to Elevate Real-Time Adherence
2024 Contact Centre Predictions
Expert Predictions: What Will 2024 Bring for Contact Centres?
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Challenges Impacting the Credit and Collections Industry
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10 Ways Technology Can Simplify the Contact Centre
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5 Ways to Improve Capturing Customer Details
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Top Ways Tech Can Help With Cutting Contact Centre Costs
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Our Top Use Cases for AI in Customer Service
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15 Ways Contact Centre Technology Can Help Address Inefficiencies
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How to Improve Your Contact Centre Reporting
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What to Include in a Business Case for New Technology
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How to Measure Chatbot Performance
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How Does the Rising Cost of Living Impact Customer Contact?