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
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Top Call Centre Planning Challenges and How to Handle Them
Problems Facing Contact Centres Warning Sign
The Biggest Problems Facing Contact Centres Today
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The Future of Customer Communication
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Trends Transforming Cloud Contact Centres
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15 Ways Contact Centre Technology Can Help Address Inefficiencies
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New Research Suggests Consumer Confidence Is Recovering
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Top Call Centre Security Challenges and How to Fix Them
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Customer Experience Management (CEM) – The Latest Thinking in Looking After Customers
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20 Best Practices for Messaging Customers
managing-change-in-the-contact-centre-webinar-featured-image
Recorded Webinar: Managing Change in the Contact Centre
Compass of principles
The 26 Principles of Good Customer Service
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How Often You Should Seek Customer Feedback
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Performance Management Best Practices
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The Dos and Don’ts of Automated Assistants in the Contact Centre
The Benefits, Challenges and Best Practices of First Call Resolution
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The Best Metrics for Contact Centre Performance Tracking
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How to Keep Your Knowledge Base Up to Scratch
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Top 10 Use Cases for Speech Analytics
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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?
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21 Steps to a More Personalized Customer Experience
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Why Is Omnichannel Customer Service Important?
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20 Demand Planning Techniques for Your Call Centre