When thinking about what a good induction programme looks like, it is almost easier to think about what it shouldn’t be, i.e. death by PowerPoint, delivered by an untrained facilitator who likes the sound of their own voice.
Here are four key pointers to getting your induction programme right. (more…)
We all know that motivated staff work better and harder. But how do we ensure our staff are always motivated? Here are a few tips. (more…)
Flexible shift patterns are one of the more innovative ways of dealing with employee absence and attrition. We asked our experts for their advice. (more…)
With attrition levels on the rise, it has never been more important to get the recruitment process right, first time.
We asked our recruitment experts for their advice. (more…)
Getting ‘in rapport’ with callers in the contact centre is a key skill for agents. This is particularly true if they need to sell or create customer loyalty.
Carolyn Blunt provides three simple tips. (more…)
We’ve been doing a lot of writing and speaking about metrics in the contact centre. So we asked a number experts which key performance indicators (KPIs) should be used in the contact centre. (more…)
In many call centres you have to make outbound calls to generate appointments.
Stella Jones provides her top tips. (more…)
Many contact centres use balanced scorecards to track performance. But what is a balanced scorecard and how does it work? Charles Baker explains. (more…)
Look at any major organisation’s vision and mission statements and you will almost certainly find the term ‘world class’ buried somewhere within these shining beacons of staff and client motivation.
When you look at the aspirations of customer contact centres within these organisations, ‘world class’ is also frequently on the check-list; yet so often the reality falls woefully short of the dream. The question is, does this need to be an aspiration at all? (more…)
Absence is a big problem across the industry. It seems particularly acute on a Monday morning. In some call centres up to 10% are absent at any one time.
Here are 16 tips to help manage the issue… (more…)
