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Articles - Gary Saddler

Gary Saddler is an experienced consultant specialising in innovative customer service experience solutions.

Connect with Gary on LinkedIn

The Shrinkage Formula Article Image

What is Call Centre Shrinkage and How to Calculate It?

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Editor's Pick

Thumbnail What It Takes to Get Training Right in the Contact Centre

What It Takes to Get Training Right in the Contact Centre

Thumbnail The 5-Star Customer Service Skills Your Team Really Need

The 5-Star Customer Service Skills Your Team Really Need

Thumbnail Train New Agents in Just 30 Days

Train New Agents in Just 30 Days

Thumbnail Live Chat Quality – 7 Training Exercises to Improve It

Live Chat Quality – 7 Training Exercises to Improve It

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Latest Resources

White Paper: Transforming Your CX in Financial Services

White Paper: Transforming Your CX in Financial Services

Webinar Replay: Creating Outstanding Customer Interactions

Webinar Replay: Creating Outstanding Customer Interactions

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Upcoming Events

thumbnail advert promoting event Elevate AI: Unlock the Future of CX

Elevate AI: Unlock the Future of CX

thumbnail advert promoting event Unpacking Pioneer: AI Insights and the Future of Customer Support

Unpacking Pioneer: AI Insights and the Future of Customer Support

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How to Choose Call Centre Management Software

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What Is a Customer Experience Platform?

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Featured Articles

Thumbnail 15 Examples of Probing Questions for Customer Service

15 Examples of Probing Questions for Customer Service

Thumbnail How to Calculate the Number of Agents Required in a Contact Centre

How to Calculate the Number of Agents Required in a Contact Centre

Thumbnail How to Calculate Contact Centre Service Level

How to Calculate Contact Centre Service Level

Thumbnail 20 Sneaky Tricks That Call Centre Agents Use to Avoid Calls

20 Sneaky Tricks That Call Centre Agents Use to Avoid Calls

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Popular Pages

Thumbnail The Top 25 Positive Words and Phrases for Customer Service

The Top 25 Positive Words and Phrases for Customer Service

Thumbnail The Top 50 Words to Describe Yourself on Your CV in 2024

The Top 50 Words to Describe Yourself on Your CV in 2024

Thumbnail Contact Centre Dashboard Excel Template – FREE Download

Contact Centre Dashboard Excel Template – FREE Download

Thumbnail The Phonetic Alphabet and How it Improves Customer Service

The Phonetic Alphabet and How it Improves Customer Service

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Hot Topics : CX - CCaaS - AI - Analytics - WFM

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