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Articles - Henriette Potgieter

Henriette Potgieterr, Customer Success Executive, Callbi Speech Analytics

Connect with Henriette on LinkedIn

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How to Calculate Call Centre Agent Utilisation – the Formula

Preparing for the Unexpected: How to Create a Business Continuity Plan

What Is the Difference Between Occupancy and Utilisation?

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Editor's Pick

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

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

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

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Latest Resources

eBook: Why Spreadsheets Are Hurting Your Call Center QA

eBook: Why Spreadsheets Are Hurting Your Call Center QA

White Paper: Transforming Your CX in Financial Services

White Paper: Transforming Your CX in Financial Services

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Upcoming Events

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Public Sector Technology User Group

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Customer Engagement Summit 2024

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7 Effective Ways to Elevate Online Customer Service

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How to Choose Call Centre Management Software

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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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