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Charlie Mitchell

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Podcast – WFM Tricks That Will Get You Through Busy Periods

Podcast – WFM Tricks That Will Get You Through Busy…

20 Contact Centre Predictions for 2020

20 Contact Centre Predictions for 2020

Podcast – Contact Centre Excellence: How to Stand Out From the Crowd

Podcast – Contact Centre Excellence: How to Stand…

15 Interesting Ways to Modernize Your Contact Centre

15 Interesting Ways to Modernize Your Contact Centre

Customer Segmentation: How to Segment Your Customer Base

Customer Segmentation: How to Segment Your Customer Base

Podcast – Resource Planning Advice to Boost Efficiency and Engagement

Podcast – Resource Planning Advice to Boost…

Podcast – Top Contact Centre Problems and How To Solve Them

Podcast – Top Contact Centre Problems and How To…

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

Podcast – Customer Service Writing: How to Get…

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

Podcast – Employee Engagement: Thinking Beyond…

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

Podcast – Customer Experience: The New Thinking…

What to Look for in WFM Software

What to Look for in WFM Software

Podcast – What Makes a Great Customer Experience?

Podcast – What Makes a Great Customer Experience?

How Can You Automate Your Contact Centre?

How Can You Automate Your Contact Centre?

5 Examples of Contact Centre Fraud – And How to Prevent Them!

5 Examples of Contact Centre Fraud – And How to Prevent…

Coaching Talkative Advisors to Provide Better Customer Service

Coaching Talkative Advisors to Provide Better Customer…

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

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

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

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

Six Ideas to Drive Employee Engagement

Six Ideas to Drive Employee Engagement

Podcast – What Will a Good Call Centre Advisor Look Like in Ten Years

Podcast – What Will a Good Call Centre Advisor…

Podcast – Contact Centre Technology: Where Should I Invest?

Podcast – Contact Centre Technology: Where Should…

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

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

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

Podcast: How to Extract More Value From Your Contact…

Recorded Webinar: 5 Sure-Fire Quality Monitoring Techniques

Recorded Webinar: 5 Sure-Fire Quality Monitoring…

What is a Customer Management Centre?

What is a Customer Management Centre?

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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