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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 10 Christmas Office Games to Motivate Your Team

10 Christmas Office Games to Motivate Your Team

Thumbnail Stop Doing These Stupid Things to Your Customers

Stop Doing These Stupid Things to Your Customers

Thumbnail Attract Gen Z Into Your Contact Centre

Attract Gen Z Into Your Contact Centre

Thumbnail The Best Ways to Deal With Last-Minute Time-Off Requests

The Best Ways to Deal With Last-Minute Time-Off Requests

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Latest Resources

White Paper: Building a Conversation Intelligence Centre of Excellence

White Paper: Building a Conversation Intelligence Centre of Excellence

Report: Inner Circle Guide to Customer Interaction Analytics

Report: Inner Circle Guide to Customer Interaction Analytics

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Upcoming Events

thumbnail advert promoting event CX Trends in 2025 and Beyond – Webinar

CX Trends in 2025 and Beyond – Webinar

thumbnail advert promoting event The 2025 CX Playbook: Strategies Contact Centres Can’t Ignore – Webinar

The 2025 CX Playbook: Strategies Contact Centres Can’t Ignore – Webinar

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AI Readiness: Lessons From the CCMA Tech Summit

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Sales Contact Centres: How AI Insights Can Help You Boost Revenue

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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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