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Editor’s Picks

Browse our hand-picked selection of some of the best and most popular content Call Centre Helper has published.

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Call Centre Quality Assurance: How to Create an Excellent QA Programme

Call Centre Quality Assurance: How to Create an…

The Power of Positive Language

The Power of Positive Language

How to Write Good Customer Support Live Chat Scripts – With Examples

How to Write Good Customer Support Live Chat Scripts –…

How to Bridge Silence on a Call

How to Bridge Silence on a Call

10 Strategies for Improving Contact Centre Operations

10 Strategies for Improving Contact Centre Operations

Employee Well-Being: How to Reduce Contact Centre Stress

Employee Well-Being: How to Reduce Contact Centre Stress

10 Things They Won’t Tell You About Live Chat

10 Things They Won’t Tell You About Live Chat

How to Structure a Quality Coaching Session

How to Structure a Quality Coaching Session

100 Great Staff Incentives to Motivate Your Team

100 Great Staff Incentives to Motivate Your Team

10 Best Practices for Quality Monitoring

10 Best Practices for Quality Monitoring

What Is Proactive Customer Service? With Examples

What Is Proactive Customer Service? With Examples

What Is the Difference Between an Abandoned, a Missed and a Lost Call?

What Is the Difference Between an Abandoned, a Missed…

How to Calculate Customer Churn Rate – the Formula

How to Calculate Customer Churn Rate – the Formula

Customer Service Language – With Examples

Customer Service Language – With Examples

How to Coach Agents for Attitude

How to Coach Agents for Attitude

26 Great Techniques for Showing Real Empathy in Customer Service

26 Great Techniques for Showing Real Empathy in Customer…

The Best Ways to Pay Call Centre Staff

The Best Ways to Pay Call Centre Staff

30 Ways to Make Your Agents Smile

30 Ways to Make Your Agents Smile

Is There a Correlation Between Queue Time and Customer Satisfaction Levels?

Is There a Correlation Between Queue Time and Customer…

How to Create a Coaching Culture in the Contact Centre

How to Create a Coaching Culture in the Contact Centre

IVR Messaging: 11 Examples of On-Hold Messages

IVR Messaging: 11 Examples of On-Hold Messages

14 Contact Centre Challenges With Expert Solutions

14 Contact Centre Challenges With Expert Solutions

Five Exercises for Contact Centre Agents

Five Exercises for Contact Centre Agents

Top 10 Ways to Show Agents They’re Appreciated

Top 10 Ways to Show Agents They’re Appreciated

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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