Articles with 'Mystery Shopping'

June 16, 2026

February 9, 2017 Last Updated: May 23, 2024
Daniel Ord

Discover how you can avoid the one common problem with CX Mystery Shopping programs that can compromise the whole Voice of the Customer process.

Does using overseas call centres really matter?

August 22, 2017 Last Updated: March 11, 2021

Does a call centre location really matter for customers or for businesses? We look into the key success factors using offshore call centres.
Understanding Erlang C for call centres

September 21, 2018 Last Updated: August 8, 2023

A great podcast to fast-track your learning of the Erlang C formula that is used to calculate workload and service levels in a call centre. Fundamental to all call centres!

How to create a fun call centre

November 10, 2020 Last Updated: May 10, 2021
5 Tips to inspire your customer service team

July 19, 2016 Last Updated: December 16, 2023
Workplace ideas for Halloween

October 22, 2017 Last Updated: October 11, 2023