Fed up of waiting to see what is happening at Expo? We are running live coverage of the show throughout the day. Our reporters are on hand and will update you with breaking stories as they happen.
Call Centre Expo Day 1 photos
This year we are again doing our popular live coverage of Call Centre Expo.
Our reporters are at the show uncovering all of the best bits and will be updating the website throughout the day.
Mystery calling at home and abroad
Depending on which country they’re based in and which they’re targeting, call centre managers have different concerns and callers have different expectations about how they want a conversation to proceed. What are these variations, and how are mystery shopping programmes designed to address them?
Tim Ogle investigates by looking at five key countries - each of which uses mystery calling
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How do I improve call centre process functions?
What do you need to do to get your call centre operation working that bit more efficiently and therefore keep your staff smiling? Nick Drake-Knight offers up advice on three key methods that might help turn your business process problems around
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How do I lead my team successfully?
Successful leaders are those who know the direction in which they are travelling with their team, their planned destination, and how they will get there. But how do you get on the right road in the first place? asks Nick Drake-Knight
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How do I - model and replicate excellence?
Just how do you go about bottling that winning attitude? Let Nick Drake-Knight pick up the baton and run you through his formula for success
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How do I set myself achievable goals?
When different projects and ideas are stacking up in front of you, it can be hard to work out which one you should view as your primary goal - and even tougher still to establish how to achieve it. Here, Nick Drake-Knight talks us through the steps we need to take if we’re to realise our goals
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Making a real success of leadership
Smiley, happy people: just how do you get to this position with your staff? Jonathan Wilson talks us through the 10 things team leaders need to bear in mind in order to make themselves better leaders and ultimately make their teams much happier places to be.
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How do I - build rapport with callers?
It’s easy to develop rapport with someone when you meet them face-to-face. A friendly handshake, the right amount of eye contact: these are the things that build connections. But exactly what do you do when you’re trying to achieve rapport building over the phone? In the first of his ‘How do I”‘ columns, Nick Drake-Knight addresses this very issue
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