Process Shepherd Blog

Expert insights on customer service, workflow automation, and decision trees.

Call Center Shrinkage: Definition, Formula, Benchmarks and How to Reduce It

Metrics

Call Center Shrinkage: Definition, Formula, Benchmarks and How to Reduce It

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30 Mar 2026

How to Handle Angry Customers (With Scripts and De-Escalation Techniques)

Customer Service

How to Handle Angry Customers (With Scripts and De-Escalation Techniques)

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27 Mar 2026

Customer Effort Score (CES): Definition, Formula, and Benchmarks

Customer Experience

Customer Effort Score (CES): Definition, Formula, and Benchmarks

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24 Mar 2026

First Call Resolution (FCR): What It Is, How to Measure It, and How to Actually Improve It

Metrics

First Call Resolution (FCR): What It Is, How to Measure It, and How to Actually Improve It

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22 Mar 2026

Call Center Compliance: Regulations, Risk & the Systems That Protect Modern Contact Centers

Compliance

Call Center Compliance: Regulations, Risk & the Systems That Protect Modern Contact Centers

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19 Mar 2026

20 Call Center Best Practices That Actually Get Followed (2026 Guide)

Call Center

20 Call Center Best Practices That Actually Get Followed (2026 Guide)

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17 Mar 2026

3 Things Guided Workflows Can Do That Process Documentation Cannot

Guided WorkflowsWorkflows

3 Things Guided Workflows Can Do That Process Documentation Cannot

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16 Mar 2026

Guided Workflow: Simplify Processes for Customer Experience Improvement

Customer ExperienceGuided Workflows

Guided Workflow: Simplify Processes for Customer Experience Improvement

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12 Mar 2026

Contact Center Processes: How Modern Teams Design, Execute, and Improve Customer Interactions

Customer Service

Contact Center Processes: How Modern Teams Design, Execute, and Improve Customer Interactions

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13 Feb 2026

Customer Service Duties: How Modern Teams Actually Perform Them

Customer Service

Customer Service Duties: How Modern Teams Actually Perform Them

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13 Feb 2026

Customer Interaction: What It Is, Types, Examples, and Best Practices

Customer Service

Customer Interaction: What It Is, Types, Examples, and Best Practices

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26 Jan 2026

Quality Assurance in BPO: When Outsourcing Customer Service

BPOCustomer Service

Quality Assurance in BPO: When Outsourcing Customer Service

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14 Jan 2026