Jo Robinson

United Kingdom

Operations Manager at Call Centre Helper

On line call centre magazine

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Articles

Are You Doing Enough to Empower Your Agents?

5 days ago | callcentrehelper.com | Jo Robinson

Technology, when thoughtfully applied, is a powerful catalyst for both agent productivity and customer satisfaction. Want to discover how to harness its potential?
AI Strategy Workshop

5 days ago | callcentrehelper.com | Jo Robinson

Filed under - Call and Contact Centre Events, Maintel Date: Thursday 10th July 2025Location: Zoom Video Communications, Midcity Place, 71 High Holborn, London,WC1V 6EARegister NowStep into a future where customer and employee experiences are truly connected. This must-attend event, hosted by Maintel and Zoom, brings together CX leaders, AI experts, and enterprise IT decision-makers for a half-day of insight, innovation, and impact.
A Guide to Contact Centre Sentiment Analysis & Measurement

5 days ago | callcentrehelper.com | Jo Robinson

Calabrio has gathered all the need-to-know info on contact centre sentiment analysis tools-as well as the use cases and best practices your team needs to bring it all together in one effective approach to elevated CX. You’ve probably misinterpreted more than your fair share of text messages because you couldn’t determine the intended emotion behind the words. Was the sender being serious? Sarcastic? Flippant?
14 Skills Every Call Centre Agent Should Master

1 week ago | callcentrehelper.com | Jo Robinson

This blog summarizes the key points from a recent article from David McGeough at Scorebuddy, where he explores the 14 most essential call centre skills that your agents must have – and how you can coach each one effectively. Call Centre Agent Skills Are Shifting – Are You Keeping Up? With AI tools, automation, and ever-rising customer expectations reshaping the support landscape, the skill set needed in today’s call centres is rapidly expanding.
5 Best Practices to Improve AHT in the Contact Centre

1 week ago | callcentrehelper.com | Jo Robinson

Calabrio explores all things AHT, with essential best practices to reduce AHT-and shorten your conversations without compromising high-quality service. Every conversation in a contact centre-from start to finish-holds helpful insights about the customer experience and service performance. This is why the amount of time spent on interactions is a key metric for ensuring the efficiency of your customer service. It’s called average handle time (AHT).
The Ultimate Guide to AI in Customer Service

1 week ago | callcentrehelper.com | Jo Robinson

Celia Cerdeira at Talkdesk dives into how AI is transforming customer service, the benefits, and how to successfully implement it across a customer experience strategy. AI is reshaping customer service by setting a new standard for speed, personalization, and always-on support. From tailored product recommendations to relevant content and seamless brand interactions, personalization has become the standard.
The Cost of Poor Process Management

2 weeks ago | callcentrehelper.com | Jo Robinson

Craig Willis at Netcall identifies the hidden and the not-so-hidden costs of poor process management and how to fix them. Process management is vital to the success of any organisation. Poor process management means you don’t know how your organisation is working and the fact is that it won’t get better by itself. Let’s dive in. The clearest cost is the amount of time wasted trying to understand processes.
AI Agents - Integrating AI into Customer Service

2 weeks ago | callcentrehelper.com | Jo Robinson

Janna Pugh at Five9 explores how AI agents are redefining customer experience, and offers a practical roadmap for integrating them into your service strategyArtificial Intelligence (AI) is rapidly transforming customer service. By implementing AI-driven solutions, contact centres are enhancing customer experiences, reducing operational costs, and improving efficiency. For many, AI Agents are the next step to improving customer experience (CX) today.
9 AI Challenges for CTOs-and How to Solve Them

3 weeks ago | callcentrehelper.com | Jo Robinson

This blog summarises the key points from a recent article from David McGeough at Scorebuddy, where he unpacks the key roadblocks CTOs face in adopting AI in the contact centre – and how to turn those hurdles into stepping stones. AI is rapidly becoming a cornerstone of modern contact centre operations, driving everything from smarter workflows to improved customer satisfaction. As adoption grows, so too does the pressure on tech leaders to integrate it effectively and responsibly.
SupportZebra

3 weeks ago | callcentrehelper.com | Jo Robinson

SupportZebra is a customer experience outsourcing partner specializing in scalable support for fast-growing companies. https://www.supportzebra.comContact Email: [email protected] No: +1 (281) 845 6064SupportZebra is a customer experience outsourcing partner specializing in scalable support for fast-growing companies. With headquarters in Austin, Texas and operations in the Philippines, we help brands deliver exceptional customer service while reducing operational overhead.