Developing empathy in the call centre
Here Caroline Hardwicke shares her thoughts with us around the importance of developing empathy in the call centre. (more…)
Management
Homeworking Special
This week we have a jam-packed special edition on the subject of homeworking.
Steve Mosser looks at effective homeworker management. (more…)
Top tips for Homeshoring
Carl Adkins provides the top 10 tips to ensure the success of a homeworking project. (more…)
How do I - manage people through the Credit Crunch?
The call centre sector is as vulnerable to the credit bubble bursting as any other business and we are already hearing stories of cut-backs and close-downs. The worry is rising and yet managers and team leaders still need to ensure that teams deliver. So how do we do this? (more…)
Is there a place for video in the contact centre?
Remember back in kindergarten when you looked forward to “Show and Tell” on Fridays so you’d get the chance to talk to the class and show them one of your most prized possessions? (more…)
It’s a wrap: 10 top tips for quick and efficient after-call work
Wrap time, after-call work, post-call processing - these are just some of the names for that important bit of time once a call has ended when the advisor can update the system with the caller’s resolution, next steps, details or order notes. They may also need to make some outbound calls or send emails during this time to progress the caller’s resolution. (more…)
How do I - make somebody redundant?
It is the situation all leaders dread. A senior manager calls you in and announces that people in your team must be ‘let go’ and you have to deliver the message. (more…)
Happy Birthday Call Centre Helper
We are today celebrating Call Centre Helper’s 5th birthday. We’d like to say a huge thank you for all of your support in making this happen.
To celebrate, we are offering 5 birthday presents (one for each year of our success) to the best 5 comments or answers posted on our website over the coming week. (more…)
Is it time to invest in your people?
Ladies and gentlemen, I would like for you all to clear your desks and walk out onto your call centre floor. Stand right in the middle of it and ask yourselves the question, what is the one item in your contact centre that, if it broke, or disappeared, you could not replace. (more…)
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