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

An arrow moves from left to right, with words for the industry standards such as KPIS, metrics surrounding the arrow
What Are the Industry Standards for Call Centre Metrics?
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20 Contact Centre Objectives
How to Calculate FCR
How to Calculate First Contact Resolution (FCR) – With Formula
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26 Great Techniques for Showing Real Empathy in Customer Service
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Ease Agent Stress – With These 15 Top Tips!
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13 Clever Tactics for Dealing With an Angry Phone Call
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Goodwill Gestures for Better Customer Relationships
Blurred contact centre employees at desks
Need to Reduce Call Transfers? Try These Approaches
A hand with a clock - elevate real time adherence
10 Tips to Elevate Real-Time Adherence
2024 Contact Centre Predictions
Expert Predictions: What Will 2024 Bring for Contact Centres?
A yellow clock face is in the corner, against a blue background
What Is Wrap Time and How Can I Reduce It?
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The Best De-Escalation Techniques
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How to Keep Your Knowledge Base Up to Scratch
People on phones using self service
10 Changes Set to Redefine the Future of Self-Service
Call Centre Pain Points
What Are the Main Call Centre Pain Points, and How Can They Be Solved?
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How to Deliver Bad News in Customer Service
What should you put in a customer vision statement
What Should You Put in a Customer Service Vision Statement?
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Ways to Make Working in a Contact Centre Fun
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Is AI Really a Game-Changer in Knowledge Management?
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How to Deal With Frustrated Customers – And Make Them Happy
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26 Best Practices for a Customer Service Knowledge Base
Top Tips to Monitor Customer Service
Clever Ideas for Induction Programmes
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18 Simple Ideas to Reduce Your Abandon Rate