The Largest Online Community for Contact Centre Professionals

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

Janette Coulthard

Janette Coulthard, Contact Centre Consultant, Pole Star Consulting

Connect with Janette on LinkedIn

Filter Filter Filter
Recent Articles Most Viewed Articles

Category

Sub Category

How to Improve Call Centre Performance

How to Improve Call Centre Performance

Customer Service Feedback: How to Perfect Your Strategy

Customer Service Feedback: How to Perfect Your Strategy

What Is an Acceptable Call Centre Waiting Time?

What Is an Acceptable Call Centre Waiting Time?

New Year Resolution Ideas for Your Call Centre

New Year Resolution Ideas for Your Call Centre

30 Tips to Improve Your Call Quality Monitoring

30 Tips to Improve Your Call Quality Monitoring

Top Tips for Customer Retention

Top Tips for Customer Retention

How to get Promoted

How to get Promoted

What Level of Security Questions Need to Be Asked?

What Level of Security Questions Need to Be Asked?

Can a Call Recording Made by a Customer be Used Against Me?

Can a Call Recording Made by a Customer be Used Against…

What is the Guidance on Staff Listening In on Calls?

What is the Guidance on Staff Listening In on Calls?

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