Tips

Hints and tips from an award-winning call centre

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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…)

28 Hot Tips to improve your IVR

ivr-185With voice self-service getting such a bad name, we asked our panel of experts how we can tune up our IVR systems. (more…)

30 tips to improve your call quality monitoring

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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…)

Swine Flu tips for employers

flu-185Here are some handy swine flu tips and advice for all call and contact centres across the country. (more…)

Top tips for dealing with call centre stress

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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…)

Six ways to improve the agent desktop

agent-desktop-185Francis 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…)

Hot tips to improve staff retention

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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…)

Nine tips to improve your customer experience

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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…)

Top tips for building rapport on the telephone

Building rapport on the phone

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…)

Top tips for employee engagement

Employee Engagement

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…)

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   editor | Jonty Pearce

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