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
Expert 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 - Paul Cooper
RECENT
POPULAR
25 Tips to Make Your Telesales People More Productive
Do you really know your customers?
It’s Them – Not Me!
Let’s get it (nearly) right – that’ll do!
Why the customer service dinosaurs should be extinct
Why good customer service should be in the news
Where have all the callers gone?
“Ask me no questions, I’ll tell you no lies!”
Customer service – is that all there is?
The Underground Customer Service Revolution
Behold, the future is coming!
The rise and fall of the management bully
It’s Not Empowerment Unless You Trust People
Slow Computer Systems – It’s Not Rocket Science, Is It?
Editor's Pick
Proven Ways to Maintain Fairness in the Contact Centre
Get Ahead of KPI Fluctuations in Your Contact Centre
Can AI Really Handle Customer Complaints?
Team Leader Experience (TLX) Explained
Latest Resources
The UK Contact Centre Decision-Makers’ Guide 2025
Report: Building a Sustainable CX Practice
Upcoming Events
ISG Xperience Summit
Closing the Skill Gap: Retain and Empower Your Agents With AI – Webinar
Latest Blogs
Net Promoter Score (NPS): What It Is and How to Measure It
From Cost to Value: How Does Your Contact Centre Stack Up?
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