How to balance customer service with efficiency
Here Carolyn Blunt tells us how to balance customer service with efficiency and still stay in control of calls. (more…)
Management
Nine tips for operation success in the call centre
Here Clare Dorrian shares her thoughts with us for operations success in the call centre. (more…)
The five phrases a call centre manager SHOULD use
Well, what a response! Thanks to everyone who responded to the ‘Five phrases to avoid’ article, whether supportive, enquiring or critical. It seemed to touch a nerve.
Many of the responses to the article asked for suggestions regarding language patterns that can help, and the alternatives to the five phrases not to use. (more…)
How do I - pull a team together?
Well functioning teams are essential to running a well functioning call centre. If teams do not work effectively, the whole structure of the call centre is compromised.
In this article, Gwenllian Williams gives us an insight into how to put a team together effectively . (more…)
Are your agents fresh and focused for each call?
It’s Monday morning in the contact centre and after a quiet weekend, the calls are pouring in. The wall board is flashing a large queue and all hands are to the pump. Wrap time is being squeezed, call text is scant and agents are feeling the pressure. Sound familiar? Here Carolyn Blunt shares her experiences with us. (more…)
Top 5 ways to improve attrition in your contact centre
Attrition is often seen as a health check for any business. If a high number of people are leaving then something is wrong. The question is what, and what can be done to improve it. Here Steve Woosey of the Professional Planning Forum shares his thoughts with us. (more…)
Seven ways to improve efficiency in your contact centre
With a difficult economic period ahead the Professional Planning Forum looks at how to drive efficiency in your contact centre.
With ideas ranging from removing the need to contact at all to the more traditional multi-skilling approach, we provide some key areas to be looked at when driving efficiency, whilst maintaining or improving the customer experience. (more…)
Five phrases a Call Centre Manager should never use
Words have the power to build up or to tear down.
The way managers and team leaders communicate within call centres has massive impact on the people within the business and, by knock-on effect, on the customers with whom they communicate. Here Nick Drake-Knight shares his experiences with us. (more…)
How do I - manage negativity to change?
Managing change is no mean feat. By nature, human beings do not like change. This is mainly because change can bring ambiguity, need for effort, disruption and confusion.
Here Gwenllian Williams shares her views with us. (more…)
Incentive schemes that work
Is it all about the money? - Paul Weald talks us through what he thinks works. (more…)
