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Articles - Top Story

Discover our selection of top stories that have been published on Call Centre Helper.

Person looking out over question marks

Open Questions to Use in Customer Service

AHT and Call Distribution video cover

What’s Really Skewing Your Forecasting

Urgent contact concept with red speech bubble with stopwatch and booster

How to Prioritize Urgent Queries

Panel of judges holding signs with highest score

Beat Your Best Quality Scores – 15 Quick Wins

Future contact centre concept with VR headset and technology

Create the Perfect Contact Centre by 2030

Hand holding phone with ChatGPT words around it

Is ChatGPT Really Suitable for Contact Centres Right Now?

Capture customer needs concept with speech bubbles and stationary

Capture Customer Needs – Just Like This!

Leading CRM Providers to Consider in 2024

Leading CRM Providers to Consider in 2024

Hand holding a clock and hand with phone, with a speech bubble and checklist - out of hours concept

Out of Hours Service – Who’s Doing It Best?

Pros and cons of multi skilling agents with a plus and minus sign on scales

Multi-Skilling Agents – Is It Really Best?

Dont Worry crossed out on notepad - alternatives to don't worry

Alternatives to Saying “Don’t Worry” to Customers

Four seasons of year with line showing peaks - seasonal service level concept

Master Seasonal Service Levels – Just Like This!

Emotion and effort in customer service with blocks and icons

Customer Effort and Emotion – 10 Reasons to Take Action Today

Pros and cons of single skilling agents on a notepad

The Pros and Cons of Single-Skilling Agents

Stressed person in headset sat at desk

Ease Agent Stress – With These 15 Top Tips!

Group of colleagues in work conversation with one absent person in office environment.

Need to Reduce Absence in Your Contact Centre? Here’s How!

Evolution concept with CCaaS 2024 provider icons

Evolution of CCaaS – What’s Next?

Keyboard with knowledge and education icons

Is AI Really a Game-Changer in Knowledge Management?

Successful Onboarding - an inscription on a notebook on the table with a clock, coffee and glasses

21 Top Tips to Improve Your Agent Onboarding

Three cards with cross mark symbol - three strike rule

Video: Using the 3 Strike Rule in the Contact Centre

Person looking at plan with clock, graph line and calculator

A Beginner’s Guide to Managing an Intraday Plan

Six steps to more competent agents

The 6 Steps to More Competent Agents

SOP - Standard Operating Procedure, text on notepad and office accessories on yellow desk

How to Write a Standard Operating Procedure (SOP)

A hand holds an alarm clock with calendar

Is Your Scheduling in Need of an Overhaul? Try These 8 Top Tips

Sprinklr Self Service Stalling Box

Editor's Pick

Thumbnail 21 Signs You Need to Better Support Your Contact Centre Teams

21 Signs You Need to Better Support Your Contact Centre Teams

Thumbnail The Best Ways to Track Absence in the Contact Centre

The Best Ways to Track Absence in the Contact Centre

Thumbnail Contact Centre Predictions for 2025

Contact Centre Predictions for 2025

Thumbnail 10 Christmas Office Games to Motivate Your Team

10 Christmas Office Games to Motivate Your Team

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Hot Topics : CX - CCaaS - AI - Analytics - WFM

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