The Largest Online Community for Contact Centre Professionals

LinkedIn YouTube
Search
Menu
Close Close
LinkedIn YouTube
Open Sidebar
Follow us on LinkedIn

Charlie Mitchell

Filter Filter Filter
Recent Articles Most Viewed Articles

Category

Sub Category

Podcast – Customer Service Writing: How to Get More from Your Emails and Chats

Podcast – Customer Service Writing: How to Get…

Podcast – WFM Tricks That Will Get You Through Busy Periods

Podcast – WFM Tricks That Will Get You Through Busy…

Podcast – Top Contact Centre Problems and How To Solve Them

Podcast – Top Contact Centre Problems and How To…

The Phonetic Alphabet and How it Improves Customer Service

The Phonetic Alphabet and How it Improves Customer Service

20 Contact Centre Predictions for 2020

20 Contact Centre Predictions for 2020

Podcast – Customer Experience: The New Thinking for Delighting Your Customers

Podcast – Customer Experience: The New Thinking…

15 Interesting Ways to Modernize Your Contact Centre

15 Interesting Ways to Modernize Your Contact Centre

Podcast: Is It Time to Rethink Your Call Centre Metrics?

Podcast: Is It Time to Rethink Your Call Centre Metrics?

Recorded Webinar: How to Make Your Agents More Productive (2019)

Recorded Webinar: How to Make Your Agents More…

Podcast – Employee Engagement: Thinking Beyond Happy Employees Make Happy Customers

Podcast – Employee Engagement: Thinking Beyond…

Podcast – Contact Centre Coaching: How to Sustain Learning and Make it Fun!

Podcast – Contact Centre Coaching: How to Sustain…

Podcast: How to Extract More Value From Your Contact Centre Quality programme

Podcast: How to Extract More Value From Your Contact…

Podcast: How can We Increase Customer Engagement by Doing Less

Podcast: How can We Increase Customer Engagement by…

Which KPIs Do I Need for Contact Centre WFM?

Which KPIs Do I Need for Contact Centre WFM?

Podcast: Channel Shift: How can we safely move customers from one channel to another?

Podcast: Channel Shift: How can we safely move customers…

Contact Centre Coaching Models: Which Is Best for Your Coaching Sessions?

Contact Centre Coaching Models: Which Is Best for Your…

Podcast: Contact Centre AI: What are your options?

Podcast: Contact Centre AI: What are your options?

Podcast: How can you create a happy culture of positive people?

Podcast: How can you create a happy culture of positive…

25 Good Examples of How to Collect Customer Feedback

25 Good Examples of How to Collect Customer Feedback

How to Deal With Rude Customers

How to Deal With Rude Customers

Recorded Webinar: The New Rules for Customer Experience

Recorded Webinar: The New Rules for Customer Experience

Workforce Optimisation: 11 Ways to Improve Your Contact Centre Schedules

Workforce Optimisation: 11 Ways to Improve Your Contact…

How to Calculate Call Centre Agent Utilisation – the Formula

How to Calculate Call Centre Agent Utilisation –…

Recorded Webinar: The Shape of the Contact Centre Industry In 2020 & Beyond

Recorded Webinar: The Shape of the Contact Centre…

Close Close
Top Stories

How to Deal with That Awkward Agent

7 Ways You’re Punishing Your Best Agents Right Now

Is Flexible Working a Dying Perk in the Contact Centre?

Latest News

8×8 Enters a Strategic Partnership With ULAP

Talkdesk Secures Top Spots in G2 Fall 2025 Reports

Resources

Guide: The QA Manager’s 7-Step Guide to Survive Black Friday

Research: The Future of AI-Powered Experiences

Upcoming Events

9th October 2025

Why Waiting for Reports is Killing Your CX (and How AI Fixes It) – Webinar

24th September 2025

From Insight to Impact: The Next Era of CX and AI Leadership – Webinar

Latest Blogs

How To Forward a Voicemail on Any Device

What is Sentiment Analysis, and How Can it Improve CX?

Featured Webinars

Webinar: Balancing Efficiency with Empathy in Customer Service

Webinar: Boosting Customer Satisfaction in Contact Centres

Webinar: Responsible AI in Customer Interactions – Compliance Without Compromise