Our editor Jonty Pearce and Colin Wheelan from the Professional Planning Forum, recently held a workshop at the Planning Forum Conference on Management Information (MI) and the contact centre.
Here are the top tips that came from the floor. (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…)
Monday was the first day of spring and time to freshen up the call centre.
Why not start off your spring clean with our latest round-up of call centre hints and tips. (more…)
Here are some top tips for how your advisors can increase their effectiveness in selling over the phone.
Let’s face it. The vast majority of training solutions focus on skills and tactics such as complaint handling, empathy, tone, etc. However, leading call centres operate differently from the rest… (more…)
Asking the right questions is key to getting the right answers. This week we look at effective questioning techniques… (more…)
With the economy coming out of recession, attrition rates will start to rise again.
In this double feature Steven Cooper and Helena Clayton look at practical steps we can take to reduce attrition. (more…)
In this article, Andy Preston gives some ‘top tips’ on how call centre agents can increase their effectiveness in selling over the phone … (more…)
An increasing amount of contact centre traffic is now being handled by email. But how can we get the best out of it?
We asked a number of email management providers for their top tips. (more…)
One of the last taboos in call centres is the problem of absenteeism. This can run as high as 15% or more on a Monday morning. It is so sensitive that one call centre manager called it the “A Word”.
So with Monday being officially the ‘most depressing day of the year’, we asked for your advice on dealing with staff absence. (more…)
When making redundancies, employers try to do so with the minimum cost and disruption to their operations. They often ignore the fact that the people left behind are, arguably, more important than those leaving. Simon Rustom provides some advice on how to avoid ‘Survivor Syndrome’. (more…)
