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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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How to Structure a Quality Coaching Session

How to Structure a Quality Coaching Session

Next-Issue Avoidance – Techniques to Avoid Getting Repeat Calls

Next-Issue Avoidance – Techniques to Avoid Getting…

The Erlang C Formula

The Erlang C Formula

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

Call Centre Quality Assurance: How to Create an…

What Is Performance Management? With a Definition and Best Practices

What Is Performance Management? With a Definition and…

WFM Tools That Are Available

WFM Tools That Are Available

The Definitive Guide to Improving Agents’ Customer Service Vocabulary

The Definitive Guide to Improving Agents’ Customer…

What I’ve Learned From Working in a Contact Centre – Saving Money

What I’ve Learned From Working in a Contact Centre –…

The Best Metrics for Contact Centre Performance Tracking

The Best Metrics for Contact Centre Performance Tracking

Understanding the Difference Between WFM and WFO

Understanding the Difference Between WFM and WFO

How to Set up an Olympics-Based Call Centre Game

How to Set up an Olympics-Based Call Centre Game

25 Ways to Help Simplify the Customer Journey

25 Ways to Help Simplify the Customer Journey

Customer Experience Management (CEM) – The Latest Thinking in Looking After Customers

Customer Experience Management (CEM) – The Latest…

Assurance Statements in Customer Service – With Examples

Assurance Statements in Customer Service – With…

Don’t Blame the Contact Centre

Don’t Blame the Contact Centre

When to Move from Spreadsheets to WFM

When to Move from Spreadsheets to WFM

10 Customer Service Behaviours Every Contact Centre Agent Should Have

10 Customer Service Behaviours Every Contact Centre…

How to Create an Effective Digital Customer Service Strategy

How to Create an Effective Digital Customer Service…

Customer Service Emails and Letters: How to Review and Improve Your Templates

Customer Service Emails and Letters: How to Review and…

8 Tips for Reducing Repeat Contacts

8 Tips for Reducing Repeat Contacts

Understanding Speech Analytics

Understanding Speech Analytics

15 Tips for Building Emotional Intelligence in Customer Service

15 Tips for Building Emotional Intelligence in Customer…

A Quick Introduction to WFM

A Quick Introduction to WFM

Call Centre IVRs – How to Review and Improve Your IVR

Call Centre IVRs – How to Review and Improve Your…

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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?

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