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	<title>Call Centre Helper &#187; Call Centre Answers</title>
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		<title>Answers: We have been experiencing agent confidence issues.  Any suggestions?</title>
		<link>http://www.callcentrehelper.com/question-we-have-been-experiencing-agent-confidence-issues-any-suggestions-2878.htm</link>
		<comments>http://www.callcentrehelper.com/question-we-have-been-experiencing-agent-confidence-issues-any-suggestions-2878.htm#comments</comments>
		<pubDate>Mon, 20 Apr 2009 18:32:03 +0000</pubDate>
		<dc:creator>jorobinson</dc:creator>
				<category><![CDATA[Call Centre Answers]]></category>

		<guid isPermaLink="false">http://www.callcentrehelper.com/question-we-have-been-experiencing-agent-confidence-issues-any-suggestions-2878.htm</guid>
		<description><![CDATA[Just recently we have been having agent confidence issues! Some of the problems are with new agents and some with long standing agents who start to question their ability. We have tried giving lots of praise and positive feedback and we have tried involving them in other activities. Nothing seems to work.
Any suggestions?
]]></description>
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		<slash:comments>5</slash:comments>
		</item>
		<item>
		<title>Call centre questions</title>
		<link>http://www.callcentrehelper.com/open-questions-1828.htm</link>
		<comments>http://www.callcentrehelper.com/open-questions-1828.htm#comments</comments>
		<pubDate>Wed, 01 Apr 2009 11:55:36 +0000</pubDate>
		<dc:creator>jonty pearce</dc:creator>
				<category><![CDATA[Call Centre Answers]]></category>

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Question: We have been experiencing agent confidence issues.  Any suggestions?
Question: I need competition ideas to help boost agent morale.  Any suggestions?
Question: How many agents can one Team Leader effectively supervise?
Question: I am interested in setting up a programme to promote retention. Any ideas?
Question: I am looking for a program to track employee attendance.  Any suggestions?
Question: Has [...]]]></description>
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		<slash:comments>0</slash:comments>
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		<title>Answers: I need competition ideas to help boost agent morale.  Any suggestions?</title>
		<link>http://www.callcentrehelper.com/question-i-need-competition-ideas-to-help-boost-morale-anu-suggestions-2836.htm</link>
		<comments>http://www.callcentrehelper.com/question-i-need-competition-ideas-to-help-boost-morale-anu-suggestions-2836.htm#comments</comments>
		<pubDate>Fri, 20 Mar 2009 18:30:30 +0000</pubDate>
		<dc:creator>jorobinson</dc:creator>
				<category><![CDATA[Call Centre Answers]]></category>

		<guid isPermaLink="false">http://www.callcentrehelper.com/question-i-need-some-competition-ideas-to-help-boost-morale-anu-suggestions-2836.htm</guid>
		<description><![CDATA[I am a Team Lead for an inbound call center. There are 2 of us and we are looking to divide our agents into two groups. Each group would consist of 25 agents.We are looking to boost morale but get the agents involved. The idea is to get some competition going. The end results is [...]]]></description>
		<wfw:commentRss>http://www.callcentrehelper.com/question-i-need-competition-ideas-to-help-boost-morale-anu-suggestions-2836.htm/feed</wfw:commentRss>
		<slash:comments>7</slash:comments>
		</item>
		<item>
		<title>Answers: How many agents can one Team Leader effectively supervise?</title>
		<link>http://www.callcentrehelper.com/question-how-many-agents-can-one-team-leader-effectively-supervise-2828.htm</link>
		<comments>http://www.callcentrehelper.com/question-how-many-agents-can-one-team-leader-effectively-supervise-2828.htm#comments</comments>
		<pubDate>Fri, 20 Mar 2009 18:15:24 +0000</pubDate>
		<dc:creator>jorobinson</dc:creator>
				<category><![CDATA[Call Centre Answers]]></category>

		<guid isPermaLink="false">http://www.callcentrehelper.com/question-how-many-agents-can-one-team-leader-effectively-supervise-2828.htm</guid>
		<description><![CDATA[I would like to know the international standards regards the number of agents one Team Leader can effectively supervise. What is too much for one Team Leader and what other practices can we benchmark against?
]]></description>
		<wfw:commentRss>http://www.callcentrehelper.com/question-how-many-agents-can-one-team-leader-effectively-supervise-2828.htm/feed</wfw:commentRss>
		<slash:comments>17</slash:comments>
		</item>
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		<title>Answers: I am interested in setting up a programme to help promote retention.  Any ideas?</title>
		<link>http://www.callcentrehelper.com/questioni-am-interested-in-setting-up-a-programme-to-help-promote-retention-any-ideas-2827.htm</link>
		<comments>http://www.callcentrehelper.com/questioni-am-interested-in-setting-up-a-programme-to-help-promote-retention-any-ideas-2827.htm#comments</comments>
		<pubDate>Fri, 20 Mar 2009 18:10:58 +0000</pubDate>
		<dc:creator>jorobinson</dc:creator>
				<category><![CDATA[Call Centre Answers]]></category>

		<guid isPermaLink="false">http://www.callcentrehelper.com/questioni-am-interested-in-setting-up-a-programme-to-help-promote-retention-any-ideas-2827.htm</guid>
		<description><![CDATA[I am interested in setting up a degree programme for the employees of my contact centre to help promote retention. I heard that Airmiles had started a similar scheme and wondered if anyone knows whether it or other such schemes have proved successful ? We&#8217;re based in Manchester.&#8217;
]]></description>
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		<slash:comments>2</slash:comments>
		</item>
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		<title>Answers: I am looking for a program to track employee attendance. Any suggestions?</title>
		<link>http://www.callcentrehelper.com/question-i-am-looking-for-a-program-to-track-employee-attendance-any-suggestions-2777.htm</link>
		<comments>http://www.callcentrehelper.com/question-i-am-looking-for-a-program-to-track-employee-attendance-any-suggestions-2777.htm#comments</comments>
		<pubDate>Fri, 20 Mar 2009 18:06:54 +0000</pubDate>
		<dc:creator>jorobinson</dc:creator>
				<category><![CDATA[Call Centre Answers]]></category>

		<guid isPermaLink="false">http://www.callcentrehelper.com/question-i-am-looking-for-a-program-to-track-employee-attendance-any-suggestions-2777.htm</guid>
		<description><![CDATA[I am looking for a good program or database that I can track employee attendance.  Any suggestions? 
]]></description>
		<wfw:commentRss>http://www.callcentrehelper.com/question-i-am-looking-for-a-program-to-track-employee-attendance-any-suggestions-2777.htm/feed</wfw:commentRss>
		<slash:comments>6</slash:comments>
		</item>
		<item>
		<title>Answers: Has anyone implemented an employee council to increase engagement?</title>
		<link>http://www.callcentrehelper.com/question-has-anyone-implemented-an-employee-council-to-increase-engagement-2776.htm</link>
		<comments>http://www.callcentrehelper.com/question-has-anyone-implemented-an-employee-council-to-increase-engagement-2776.htm#comments</comments>
		<pubDate>Fri, 20 Mar 2009 18:05:21 +0000</pubDate>
		<dc:creator>jorobinson</dc:creator>
				<category><![CDATA[Call Centre Answers]]></category>

		<guid isPermaLink="false">http://www.callcentrehelper.com/question-has-anyone-implemented-an-employee-council-to-increase-engagement-2776.htm</guid>
		<description><![CDATA[Has anyone had success in implementing an employee council to increase engagement?And if so how did you go about &#8220;selling&#8221; it to your staff ?
 
Thanks
]]></description>
		<wfw:commentRss>http://www.callcentrehelper.com/question-has-anyone-implemented-an-employee-council-to-increase-engagement-2776.htm/feed</wfw:commentRss>
		<slash:comments>2</slash:comments>
		</item>
		<item>
		<title>Answers: Do I try the landline or mobile first?</title>
		<link>http://www.callcentrehelper.com/question-do-i-try-the-landline-or-mobile-first-2775.htm</link>
		<comments>http://www.callcentrehelper.com/question-do-i-try-the-landline-or-mobile-first-2775.htm#comments</comments>
		<pubDate>Fri, 20 Mar 2009 18:03:19 +0000</pubDate>
		<dc:creator>jorobinson</dc:creator>
				<category><![CDATA[Call Centre Answers]]></category>

		<guid isPermaLink="false">http://www.callcentrehelper.com/question-do-i-try-the-landline-or-mobile-first-2775.htm</guid>
		<description><![CDATA[Can anyone could share some best practice around dialing dual customer numbers i.e. mobile and landline. We have just started supplying both to our outsourced call centre and need a effective algorithm that will drive efficiencies and performance i.e. Do you try mobile first for five attempts and then switch to landline etc&#8230;
 
Many thanks
]]></description>
		<wfw:commentRss>http://www.callcentrehelper.com/question-do-i-try-the-landline-or-mobile-first-2775.htm/feed</wfw:commentRss>
		<slash:comments>1</slash:comments>
		</item>
		<item>
		<title>Answers: How do I schedule staff for peaky &amp; unpredictable call volumes?</title>
		<link>http://www.callcentrehelper.com/question-how-do-i-schedule-staff-for-peaky-unpredictable-call-volumes-2623.htm</link>
		<comments>http://www.callcentrehelper.com/question-how-do-i-schedule-staff-for-peaky-unpredictable-call-volumes-2623.htm#comments</comments>
		<pubDate>Wed, 11 Feb 2009 18:00:03 +0000</pubDate>
		<dc:creator>jorobinson</dc:creator>
				<category><![CDATA[Call Centre Answers]]></category>

		<guid isPermaLink="false">http://www.callcentrehelper.com/question-how-do-i-schedule-staff-for-peaky-unpredictable-call-volumes-2623.htm</guid>
		<description><![CDATA[We are a 50 seat centre that takes messages for a wide range of clients (~800).  Roughly 55-60% being where they act to just take messages quickly and the remaining 40% being more ‘normal/typical service calls’ on behalf of the local council for example, as well as some ticket hotlines.
How do I schedule staff for peaky &#38; [...]]]></description>
		<wfw:commentRss>http://www.callcentrehelper.com/question-how-do-i-schedule-staff-for-peaky-unpredictable-call-volumes-2623.htm/feed</wfw:commentRss>
		<slash:comments>7</slash:comments>
		</item>
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		<title>Answers: How do you record calls transferred from other depts?</title>
		<link>http://www.callcentrehelper.com/question-how-do-you-record-calls-transferred-from-other-depts-2521.htm</link>
		<comments>http://www.callcentrehelper.com/question-how-do-you-record-calls-transferred-from-other-depts-2521.htm#comments</comments>
		<pubDate>Tue, 20 Jan 2009 17:58:15 +0000</pubDate>
		<dc:creator>jorobinson</dc:creator>
				<category><![CDATA[Call Centre Answers]]></category>

		<guid isPermaLink="false">http://www.callcentrehelper.com/question-how-do-you-record-calls-transferred-from-other-depts-2521.htm</guid>
		<description><![CDATA[Do you allow other departments to transfer their phones to you within the contact centre?
If so do you record these statistics separately?
]]></description>
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		<slash:comments>4</slash:comments>
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