12 great tips to improve call centre performance

We asked some of our call centre colleagues to come up with a number of tips to improve call centre performance.
Read on to find out what they had to say… (more…)

We asked some of our call centre colleagues to come up with a number of tips to improve call centre performance.
Read on to find out what they had to say… (more…)

If spending must be cut, then the best we can do as managers is ensure that it’s cut in ways that position our business better relative to competitors, rather than worse. Jan Hofmeyr shares his thoughts with us. (more…)

In recessionary times, when budgets are tight and performance scrutinised to the nth degree, there’s little room for error - and no excuse for failure. Steve Norman explores how to improve first-call resolution and drive call elimination. (more…)

We are only a week into January and the good intentions have already started to slip. The cold weather put off that run you were talking about and the diet is already under pressure. (more…)
Originally, a reduction in the number of calls to a contact centre was given as the best reason to implement a customer service email solution. Esteban Kolsky explains the other benefits. (more…)

Paul Clark believes that the essence of delivering great customer service can be distilled into ten key areas. (more…)

How do you build a loyal customer base? In these tough economic times, when customer loyalty is hard to win and harder still to maintain, customer service providers need to find new ways of reaching and engaging with consumers. James Le Roth tells us how. (more…)
Carl Adkins provides the top 10 tips to ensure the success of a homeworking project. (more…)

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…)
Here Clare Dorrian shares her thoughts with us for operations success in the call centre. (more…)