Business Improvement

Best contact centre metrics to use

In this Call Centre Helper webinar, Paul discusses the latest thinking behind contact centre metrics and how they are best used across digital channels, outlining the key measurements to focus on
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Digital Customer Support

Tips for engaging customers online

Following his experiences as a judge at the 2016 UK Customer Experience Awards, Paul outlines five top tips that you could take to improve the effectiveness of digital support.
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Business Improvement

Incentives schemes that work

In this article – one of the most popular ever published on the Call Centre Helper site – Paul explains the role that reward and recognition play in contact centre operations
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