Management

Conversational selling

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As the UK economy moves slowly out of recession, the attention for many executives is fuelling business growth. And that means making the most of every selling opportunity.

One technique that potentially applies to all of these areas is conversational selling. (more…)

Top tips for increasing telesales conversions

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Here are some top tips for how your advisors can increase their effectiveness in selling over the phone.

Let’s face it. The vast majority of training solutions focus on skills and tactics such as complaint handling, empathy, tone, etc. However, leading call centres operate differently from the rest… (more…)

Practical tips for effective questioning techniques

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Asking the right questions is key to getting the right answers.  This week we look at effective questioning techniques… (more…)

How to take customer service to the next level

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Despite the contact centre industry nearing its 30th anniversary, the outdated perception that the industry provides poor service still persists. Phil Stewart examines how contact centres can tackle this challenge and improve the customer experience in preparation for the next 30 years. (more…)

Top tips for managing attrition in the call centre

attrition-185With the economy coming out of recession, attrition rates will start to rise again.

In this double feature Steven Cooper and Helena Clayton look at practical steps we can take to reduce attrition. (more…)

Leadership styles

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What are the right leadership styles to use in the contact centre?  Christine Knott investigates… (more…)

Top tips for selling over the phone

telesales-185In this article, Andy Preston gives some ‘top tips’ on how call centre agents can increase their effectiveness in selling over the phone … (more…)

How to recover from an agent giving out incorrect advice

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A good customer experience is critical in maintaining a steady and satisfied customer base. Problems will inevitably happen, which is why it is vital to ensure that your complaints resolution procedures are robust.

Jane Langan and Derek Bishop explore one of the most difficult aspects of complaints resolution - how to recover from giving incorrect advice. (more…)

46 tips for managing absence

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One of the last taboos in call centres is the problem of absenteeism.  This can run as high as 15% or more on a Monday morning.  It is so sensitive that one call centre manager called it the “A Word”.

So with Monday being officially the ‘most depressing day of the year’, we asked for your advice on dealing with staff absence. (more…)

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   editor | Jonty Pearce

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