Just recently we have been having agent confidence issues! Some of the problems are with new agents and some with long standing agents who start to question their ability. (Read more…)
I am a Team Lead for an inbound call center. There are 2 of us and we are looking to divide our agents into two groups. Each group would consist of 25 agents. (Read more…)
I would like to know the international standards regards the number of agents one Team Leader can effectively supervise. (Read more…)
I am interested in setting up a degree programme for the employees of my contact centre to help promote retention. (Read more…)
I am looking for a good program or database that I can track employee attendance. Any suggestions? (Read more…)
Has anyone had success in implementing an employee council to increase engagement? (Read more…)
Can anyone could share some best practice around dialing dual customer numbers i.e. mobile and landline. (Read more…)
I work for a telecommunications company officially as the office manager, but also performing marketing duties. (Read more…)
We are a 50 seat centre that takes messages for a wide range of clients (~800). Roughly 55-60% being where they act to just take messages quickly (Read more…)
Do you allow other departments to transfer their phones to you within the contact centre? (Read more…)
