Translate
Home
Articles
Hints and Tips
Customer Experience
Employee Engagement
Service Strategy
Management
Skills
Life
Planning
Quality
Technology
Technology
Blogs
AI
Analytics
Contact Centre Software
CCaaS
Headsets
Knowledge Management
WFM
Quality
Voice of Customer
Insights
Business Insights
Blogs
Latest News
Events
Case Studies
Videos
Webinars
Forum
LinkedIn Community
Resources
Resources
Reports
Research
Hints & tips
Directory
Webinars
Recorded Webinars
Definitions
Newsletter
Webinars
Webinars
Recorded Webinars
Events
Videos
Tools
Tools
Erlang Calculator
Forecasting
Multi-Channel Calculator
Cheat Sheets
Dashboard Template
Schedule Adherence
Call Monitoring Form
Jargon
Erlang
Erlang Calculator
Erlang Calculation
Erlang Formula
Excel Calculator
Online Calculator
What is an Erlang?
Events
Events
Webinars
Recorded Webinars
Advertise
Advertise
Media Pack
About Us
☰
Articles - Martin Hill-Wilson
Previous
Next
Martin Hill-Wilson is the Owner of Brainfood Consulting.
Connect with Martin on LinkedIn
RECENT
POPULAR
Staff Engagement: How to Motivate Employees – With a Checklist
Happy 15th Birthday, Call Centre Helper
How to Measure Emotive Customer Experience
Podcast: How can we improve customer journeys to create happy customers?
Recorded Webinar: How to Be World Class at Customer Service
Shortlist Announced for First Ever CCW Europe Awards
A New Model for Customer Service
Recorded Webinar: 10 Predictions for 2018
What Should We Call Our Front Line Call Centre Staff?
8 Simple Tips for Designing Call Centre Incentive Programmes
How Should we Complain? And, How Should Companies Respond?
20 Contact Centre Predictions for 2020
How to Improve Emotive CX After a Negative Scorecard
Sabio Group Launches CX Realities 2023
7 Simple Tips for Designing Call Centre Agent Incentive Programmes
9 Short-Term Predictions for Ambitious Contact Centres
How to Increase Contactless Engagement
What Is the Best Model for Contact Centre Culture?
Understanding the Impact of Emotive Customer Experience
The New Rules for Good Customer Service
Three Practical Ways to Inspire Contact Centre Advisors
The Contact Centre Podcast: Catch-up with Every Episode So Far!
Defining the Tactical Call Centre Quality Assurance Framework
Recorded Webinar: 10 Predictions for 2021
Previous
Next
Editor's Pick
Kick-Start Your Next Team Engagement Day – With These Tried and Tested Activities
10 Ways to Kick-Start Your Adherence Improvement Strategy
The 7 Cs of Effective Communication
Improve Your CX Strategy – With These Clever Ideas From Bupa’s Contact Centre!
Latest Resources
Guide: Applying AI in Customer Service
Guide: Five Steps to Mastering Conversation Intelligence
Upcoming Events
CCW Asia
Why Industry Leaders are Prioritising AI Investment – Webinar
Latest Blogs
The New CX – AI and Agents in Conversation
8 AI Capabilities to Look for in a Contact Centre Solution
Featured Articles
The Key Elements of a CX Lifecycle and Ways to Improve It
21 Ways to Say “I’m Sorry” and Apologize to a Customer for Bad Service
What is Attrition Rate and How to Calculate It
The Top 10 Call-Closing Statement Examples
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
Alpha, Bravo, Charlie… What is the Phonetic Alphabet and How it Improves Customer Service?