Management

Top tips for dealing with call centre stress

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It seems that finally the message on work-related stress is hitting home and companies are focusing on their most valuable asset, their staff. (more…)

The “Hard Times” customer retention guide

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One common question we are often asked is: ‘Isn’t everyone cutting back on training at the moment?’ The answer is ‘No!’ It costs, on average, five times more to attract a new customer than it does to retain an existing one. In hard times we need to focus on our existing customers.

Here is our customer retention guide for hard times. (more…)

Hot tips to improve staff retention

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This week we look at two call centres who have got a handle on staff retention. Both Granby Marketing and SHL Group have managed to reduce their staff churn to less than one person per year. We asked these two call centres what their secrets are… (more…)

Motivation through a Kick in the Ass

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Here is an idea that still holds water…..The psychologist Fred Herzberg argued that it is possible to generate ‘movement’ (i.e. getting someone to do something) through what he called KITA management – Kick in the Ass. (more…)

Nine tips to improve your customer experience

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Many companies are looking to improve their customer experience. To help you with a few ideas we asked a number of our readers for their tips on how to improve customer experience. (more…)

Creating a culture of customer service in your call centre

Creating a customer service culture
Do you ever wonder why your customer service is not at the level you would like? It may be that you have not created a true culture of customer service in your call centre. Peggy Morrow shares her ideas with us. (more…)

Why quality equals efficiency when times are tough

cutting-corners1 How many of us have opted for the cheap option, only to regret not spending that little bit extra – whether that be on a washing machine, a car or a holiday? So often in life, the less your initial investment, the more you end up spending in the long term. The challenging economic climate is likely to see more companies look for cost-saving quick fixes for their customer service function. (more…)

Top tips for building rapport on the telephone

Building rapport on the phone

Rapport building is an integral part of the communication process. Lack, or absence, of rapport can fundamentally affect the outcome of any conversation. Christine Knott shares her top tips with us… (more…)

Top tips for employee engagement

Employee Engagement

Employee engagement is not only affected by how the company as a whole treats and values its staff but by all the interactions an employee has in the work place. Hayley Oats explores the subject for us. (more…)