Translate
Menu
Home
Articles +
Articles
Hints and Tips
Customer Experience
Service Strategy
Management
Skills
WFM
Quality
Technology +
Technology
Tech
WFM
AI
Analytics
CCaaS
Knowledge Management
Voice of Customer
Webinars +
Webinars
Webinars
Recorded Webinars
Insights +
Insights
Blogs
Latest News
Events
Case Studies
Videos
LinkedIn Community
Resources +
Resources
Reports
Research
Erlang Calculator
Directory
Recorded Webinars
Newsletter
Tools +
Tools
Erlang Calculator
Forecasting
Excel Calculator
Cheat Sheets
Call Monitoring Form
Jargon
Events +
Events
Events
Webinars
Recorded Webinars
Videos
Advertise +
Advertise
Advertise
Media Pack
About Us
Articles - Martin Hill-Wilson
Martin Hill-Wilson is the Owner of Brainfood Consulting.
Connect with Martin on LinkedIn
Previous
Next
RECENT
POPULAR
20 Contact Centre Predictions for 2020
Shortlist Announced for First Ever CCW Europe Awards
How to Create a QA Framework for Your Call Centre
Podcast: How can we improve customer journeys to create happy customers?
The Contact Centre Podcast: Catch-up with Every Episode So Far!
8 Simple Tips for Designing Call Centre Incentive Programmes
Recorded Webinar: Five Great Ways to Channel Shift Customers From Phone to Digital
9 Short-Term Predictions for Ambitious Contact Centres
How to Improve Emotive CX After a Negative Scorecard
How to Improve the Emotive Customer Experience Using Scorecard Data
Recorded Webinar: 10 Predictions for 2019
How to Measure Emotive Customer Experience
Understanding the Impact of Emotive Customer Experience
Recorded Webinar: How to Deliver Customer Experience Across All Channels
Three Practical Ways to Inspire Contact Centre Advisors
10 Things They Won’t Tell You About Live Chat
7 Ideas for Proactive Customer Service
Happy 15th Birthday, Call Centre Helper
The New Rules for Good Customer Service
Recorded Webinar: How to Be World Class at Customer Service
Recorded Webinar: How To Turn Around A Poor Customer Experience
What Is the Best Model for Contact Centre Culture?
Recorded Webinar: 10 Predictions for 2018
Maintaining a Call Centre Focus: Ten Tips to Preserve High Performance
Previous
Next
Editor's Pick
Quick Wins to Improve Your C-Sat Scores
How to Prepare Agents for Their First Leadership Role
Effective Ways to Unlock Agent Productivity
10 Strategies to Help Agents Feel Less Lonely
Latest Resources
Webinar Replay: Advanced Coaching Strategies for Contact Centre Leaders
Guide: The Secret to Powering Up Your CX
Upcoming Events
Why Modernizing Your Systems Is the Right Move Today – Webinar
Unified CX: Manage Omnichannel Interactions Seamlessly From ONE Platform – Webinar
Latest Blogs
9 Contact Centre Trends for 2025
Contact Centre Technology: Types, Benefits, and Trends
Featured Articles
15 Examples of Probing Questions for Customer Service
How to Calculate the Number of Agents Required in a Contact Centre
How to Calculate Contact Centre Service Level
20 Sneaky Tricks That Call Centre Agents Use to Avoid Calls
Popular Pages
The Top 25 Positive Words and Phrases for Customer Service
The Top 50 Words to Describe Yourself on Your CV in 2024
Contact Centre Dashboard Excel Template – FREE Download
The Phonetic Alphabet and How it Improves Customer Service