Frank Sherlock

Vice President, International

Frank Sherlock is the VP for CallMiner International, responsible for expanding CallMiner customer footprint in the region. Based in the UK, Frank has been with CallMiner for four years, during which time we have seen significant business growth in the region. Frank holds a Masters Degree in Business Administration (MBA) and a Higher National Diploma in Telecommunications engineering. He has worked in and around the contact centre and customer experience space for the last 20 years, including holding senior roles in companies such as Genesys, Intervoice, Convergys, SoundBite and CallMiner. When not working Frank is an avid fan of Everton FC, where he is a long time season ticket holder, and enjoys golfing.


Authored Posts

Contact Centre Predictions for 2020

Microsoft’s Richard Peers predicted that by 2020, 85% of customer service interactions would be handled without a human agent. Here's what I think.

Join Us at UK Customer Forum

We are excited to host our first UK Customer Forum 25 September in London, bringing together our analyst community from our UK customers base.

3 Reasons Why Agent Empathy Makes for Happier Customers

Call centres give customers reasons to leave and to stay. Having agent empathy is key to creating happier customers who are coming to you with a probl...

CallMiner Named Top 10 Contact Centre Software and Technology for 3rd Year in a Row

We’re delighted that CallMiner has been named by Call Centre Helper as one of the Top 10 providers of Contact Centre Software and Technology for the t...

CX Analytics Summit London Was a Jolly Good Time

The event featured speakers from CallMiner experts and customers Cabot and DLG who shared their stories of analytics success.

The Call Center Can Be a Thin Line Between Love and Hate

Read three things I think your call center could do to drive higher levels of customer satisfaction.

7 Things Contact Center Agents Know To Be Happy In Their Job

Not every contact center is set up to make it easy to be a true problem solver and provider of excellent customer service.

Does Average Handle Time (AHT) Really Matter?

A major point of debate around Average Handle Time (AHT) is it is now a useless metric for understanding how effective you are at measuring customer e...

Listening & Empathy Is Key To Stemming The Tide Of Customer Churn

The CallMiner Index UK uncovered that call centres play a pivotal role in a consumer’s decision to switch their suppliers or stay loyal.

New research gives you 25 billion reasons to understand why customers say goodbye

CallMiner published the CallMiner Index – a customer churn survey report that reveals a switching epidemic that is costing British businesses at least...

Interaction Analytics Can Help Turn Your Call Centre Into A Predictions Centre

Here are three emerging use cases that can help you take your Interaction Analytics programme to the next stage and convert your contact centre into a...

Do you know how to turn your contact centre from a cost to profit centre?

During our recent CallMiner and IPI Contact Centre Performance Summit, it became clear that when it comes to getting a great ROI from Interaction (or ...

Combatting the Surge in UK Energy Switching

This year has seen more than 4.5 million energy customers in the UK switch their provider, with 600,000 of them switching in October alone.

Using Speech Analytics to Identify Vulnerable Customers

Both UK energy and water companies offer services specifically designed to support customers in vulnerable positions due to situations such as medical...

The Importance of Contact Center Efficiency and Customer Experience as Energy Pricing Faces Scrutiny

With energy prices rising, the UK government recently announced an independent review into the total cost of electricity and factors that could be dri...

Are you ready to deliver next generation customer experience through an Omnichannel Contact Centre?

It is safe to say that it’s now well past the time to call ‘omnichannel’ just a buzzword.

Use Big Data for a chance of having a Big Year in 2017

In a world of uncertainty, being able to make informed decisions in response to changes will be vital to success.

News Coverage

Adapting CX to 5 common types of customers

January 06, 2021 by Frank Sherlock, Vice President, International

It’s no secret that delivering a five-star customer experience (CX) has direct and long-lasting positive effects on customer loyalty. However, not all customers are created the same. What one customer might prefer, another might reject. That’s why the key to CX excellence is a personalised approach [...]

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Four ways to improve your call centre processes

September 19, 2019 by Frank Sherlock, Vice President, International

In my recent blog What separates Which’s best and worst brands? I described three ways in which call centres can improve their satisfaction scores by creating an emotional connection with their customers. Which’s poll proves this is incredibly important as companies that succeed in creating this con [...]

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What separates Which’s best and worst brands?

September 12, 2019 by Frank Sherlock, Vice President, International

Which has recently revealed its list of UK’s Best and worst brands for customer service in 2019. While the top-ranking brands were from a mix of industries – including a bank, retailers and a supermarket – four out of the bottom five places were filled by utilities providers.

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20 Call Centre Objectives

March 11, 2019 by Frank Sherlock, Vice President, International

Call Centre Helper panel of experts share their best ideas for contact centre goals, which can be set as objectives for improving the customer experience.

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CallMiner In the News: 8 Ways to Improve Chatbots and Boost Customer Satisfaction

March 15, 2018 by Frank Sherlock, Vice President, International

CallMiner VP of International, Frank Sherlock, discusses how the use of interaction analytics can make chatbots more conversational with Call Centre Helper.

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