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

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Ways to Make Working in a Contact Centre Fun
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Time-Saving Hacks for Quality Monitoring
Broken concrete bridge - broken process concept
Key Signs of Broken Processes (and How to Fix Them)
Compass of principles
The 26 Principles of Good Customer Service
Shift Planning Calendar
12 Shift-Planning Techniques
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26 Best Practices for a Customer Service Knowledge Base
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How to Deal With Frustrated Customers – And Make Them Happy
A photo of a person sticking their tongue out to make a rude gesture
How to Deal With Rude Customers
Call Centre Pain Points
What Are the Main Call Centre Pain Points, and How Can They Be Solved?
What should you put in a customer vision statement
What Should You Put in a Customer Service Vision Statement?
Person holding lightbulb with cogs and graph - technology idea concept
10 Ways Technology Can Simplify the Contact Centre
Fixing issues with tech concept illustration with laptop and icons
15 Ways Contact Centre Technology Can Help Address Inefficiencies
Compliance concept with rules and regulations icons
How to Meet the Recent FCA Consumer Duty Requirements
Recorded Webinar: Call Monitoring Strategies
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20 Demand Planning Techniques for Your Call Centre
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How Technology Can Plug the Gap in a Short-Staffed Call Centre
Pressure of Demanding Customers
How to Deal With Demanding Customers
A happy contact centre advisor sits in front of a computer screen
15 Interesting Ways to Modernize Your Contact Centre
The Difference Between Interaction Analytics and Conversational Analytics
Video: The Difference Between Interaction Analytics and Conversational Analytics
A message in a bottle in the sea
20 Best Practices for Messaging Customers
A photo of an innovative child
16 Contact Centre Technology Innovations That You Can’t Ignore
CX and feedback concept on autumn leaves green, yellow & red
Building a Customer Experience Audit
Problems Facing Contact Centres Warning Sign
The Biggest Problems Facing Contact Centres Today
People on phones using self service
10 Changes Set to Redefine the Future of Self-Service