We visited British Gas in Cardiff, winners of the European Call Centre of the Year award, to see how they did it and what tips we could use in our own call centres.
Bev Rowney, Head of Service Excellence tells us how… (more…)
With voice self-service getting such a bad name, we asked our panel of experts how we can tune up our IVR systems. (more…)
Monitoring isn’t all about spotting problems and dealing with them. It’s also about identifying and amplifying positive messages. Even in today’s technologically sophisticated contact centres, a simple ‘thank you’ can work wonders. Here our panels of experts share their tips with us………. (more…)
Here are some handy swine flu tips and advice for all call and contact centres across the country. (more…)
It seems that finally the message on work-related stress is hitting home and companies are focusing on their most valuable asset, their staff. (more…)
Francis Carden looks at how the agent desktop can be improved to increase productivity.
Based on our experiences with customers around the globe, here are our six tips for raising contact centre productivity and improving the customer experience. (more…)
This week we look at two call centres who have got a handle on staff retention. Both Granby Marketing and SHL Group have managed to reduce their staff churn to less than one person per year. We asked these two call centres what their secrets are… (more…)
Many companies are looking to improve their customer experience. To help you with a few ideas we asked a number of our readers for their tips on how to improve customer experience. (more…)
Rapport building is an integral part of the communication process. Lack, or absence, of rapport can fundamentally affect the outcome of any conversation. Christine Knott shares her top tips with us… (more…)
Employee engagement is not only affected by how the company as a whole treats and values its staff but by all the interactions an employee has in the work place. Hayley Oats explores the subject for us. (more…)
