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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16 Key Components of a Digital Customer Transformation Strategy
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Top Call Centre Planning Challenges and How to Handle Them
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16 Contact Centre Technology Innovations That You Can’t Ignore
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How to Improve Customer Satisfaction
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Top Ways Tech Can Help With Cutting Contact Centre Costs
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Stop Spamming! 10 Better Ways to Collect Customer Feedback
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The Best Metrics for Contact Centre Performance Tracking
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Customer Experience Management (CEM) – The Latest Thinking in Looking After Customers
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11 Tips and Tools to Improve Call Centre Quality Assurance (QA)
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Performance Management Best Practices
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How to Build Advisor Confidence
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23 New Ideas for Customer Service Over the Phone
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18 Goodwill Gestures to Build Better Employee Relationships
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17 Smart Ways to Refresh Your Homeworking Strategy
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5 Ways to Improve Capturing Customer Details
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Why Is Omnichannel Customer Service Important?
The Superhuman Touch – How to Blend Agents and AI for Maximum Impact
The Benefits, Challenges and Best Practices of First Call Resolution
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8 Useful Customer Journey Mapping Tools and Techniques
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15 Ways Contact Centre Technology Can Help Address Inefficiencies
Pressure of Demanding Customers
How to Deal With Demanding Customers
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Waiting Time: What Is Best for Your Customers?
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Time-Saving Hacks for Quality Monitoring
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Building a Customer Experience Audit