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

Shift Planning Calendar
12 Shift-Planning Techniques
Two call centre agents and a customer on the phone - call transfer concept
How to Stop Call Transfers Ruining Your CX
AI in customer service concept with a robot in headphones coming out of a laptop
Our Top Use Cases for AI in Customer Service
Broken concrete bridge - broken process concept
Key Signs of Broken Processes (and How to Fix Them)
Technology business case concept with speech bubble saying business case resting on keyboard
What to Include in a Business Case for New Technology
A picture of a great to bad checklist
18 Characteristics of Great Customer Service
Compass of principles
The 26 Principles of Good Customer Service
Bot icon and social network signs, with person sat at office table with papers
How to Measure Chatbot Performance
Retro Robot with Tin Can Phones
The Dos and Don’ts of Automated Assistants in the Contact Centre
Hand holding magnifying glass over speech bubble
Top 10 Use Cases for Speech Analytics
Business challenge or obstacle vector concept
Challenges Impacting the Credit and Collections Industry
A happy contact centre advisor sits in front of a computer screen
15 Interesting Ways to Modernize Your Contact Centre
Improve Your Voice of Customer Programme
20 Smart Ideas to Improve Your Voice of the Customer Programme
An illustrated drawing of a lightbulb and icons for creative thinking
19 Intelligent Ideas to Improve Employee Experience
19 Ways to Deal with High Contact Volumes
3D Graphs in different colours
20 Demand Planning Techniques for Your Call Centre
A red cog being placed among other cogs acting as the keystone
23 Key Processes Call Centre Automation Can Simplify
Problems Facing Contact Centres Warning Sign
The Biggest Problems Facing Contact Centres Today
A photo of happy and unhappy dice
20 Great Ways to Drive Down Customer Complaints
Magnifying glass and reports on table
How to Improve Your Contact Centre Reporting
Person holding lightbulb with cogs and graph - technology idea concept
10 Ways Technology Can Simplify the Contact Centre
Person holding clock over their face
How Often You Should Seek Customer Feedback
The Difference Between Interaction Analytics and Conversational Analytics
Video: The Difference Between Interaction Analytics and Conversational Analytics
managing-change-in-the-contact-centre-webinar-featured-image
Recorded Webinar: Managing Change in the Contact Centre