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
managing-change-in-the-contact-centre-webinar-featured-image
Recorded Webinar: Managing Change in the Contact Centre
What should you put in a customer vision statement
What Should You Put in a Customer Service Vision Statement?
Call Centre Pain Points
What Are the Main Call Centre Pain Points, and How Can They Be Solved?
Compass of principles
The 26 Principles of Good Customer Service
Improve Your Voice of Customer Programme
20 Smart Ideas to Improve Your Voice of the Customer Programme
Giving flowers as a gesture of goodwill
18 Goodwill Gestures to Build Better Employee Relationships
Pressure of Demanding Customers
How to Deal With Demanding Customers
Call Centre Predictions for 2022 Fortune Cookies
Contact Centre Predictions for 2022
Problems Facing Contact Centres Warning Sign
The Biggest Problems Facing Contact Centres Today
Magic Ball Fortune Teller With Speech Bubble Inside on Violet Cloth
The Future of Customer Communication
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
Retro Robot with Tin Can Phones
The Dos and Don’ts of Automated Assistants in the Contact Centre
Dog and human sharing empathetic connection
26 Great Techniques for Showing Real Empathy in Customer Service
Smartphone with yellow light bulbs from above
23 New Ideas for Customer Service Over the Phone
Angry people screaming
13 Clever Tactics for Dealing With an Angry Phone Call
A message in a bottle in the sea
20 Best Practices for Messaging Customers
confident team of superheroes striding towards their goal
16 New-Age Ideas for Inspiring a Young Workforce of Super-Agents
An illustrated drawing of a lightbulb and icons for creative thinking
19 Intelligent Ideas to Improve Employee Experience
A picture of a person jumping on top a mountain in front of a sunset
How to Raise the Profile of Your Contact Centre
A picture of a journey line with coloured map pointers
8 Useful Customer Journey Mapping Tools and Techniques
Recorded Webinar: Ways to Empower Contact Centre Advisors
A photo of someone with a clipboard making notes
11 Tips and Tools to Improve Call Centre Quality Assurance (QA)