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Articles - Top Story

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

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How to Design an Escalation Matrix for Call Centre Agents

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The Essential Guide to WFM – Key Features to Look For

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21 Amazing Habits to Foster in Your Frontline Agents

Video Image: How to Choose Which Calls to Evaluate

Video: How to Choose Which Calls to Evaluate

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Want to Deliver the Best Mobile CX? Try These 10 Tips

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How to Develop Empathy as a Skill in Your Frontline Teams

The Right Contact Centre Opening Hours with two clocks with a question mark and lightbulb

Finding the Ideal Opening Hours for Your Contact Centre

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Game On! 12 Use Cases for Gamification

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Why Is It Getting Harder to Be a Good Customer Service Leader?

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The Secrets to Coaching Remotely

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Tackle the 3 A’s – Absence, Agent Burnout, and Attrition

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10 Ways to Be More Customer Centric

Video Image: Getting Started With Forecasting

Video: Getting Started With Forecasting

How to Take Your Performance Management to the Next Level

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Customer Complaints? Try This 10-Point Plan

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How to Use Mock Calls to Improve Agent Performance – With Free Exercises

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Contact Centre AI – The Truth Revealed

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21 Tips to Make Your Customers Feel Truly Valued

Video Image: How to Calculate ‘Not Ready’ Rate

Video: How to Calculate ‘Not Ready’ Rate

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Stop Spamming! 10 Better Ways to Collect Customer Feedback

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Get Started With Proactive Customer Service

Video Image: Agent Statements for Supporting Bereaved Customers

Video: Agent Statements for Supporting Bereaved Customers

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Top 10 Use Cases for Speech Analytics

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3 Proven Ways to Cheer Up Your Team