Call Centre Management

5 Practical Solutions for Tackling Staff Absence


Poor attendance in the contact centre can have a negative impact on everything from team morale to schedule adherence. Here are 5 ways to help manage the issue.

(Read more...) Views - 205

Are You a Manager or a Leader?


Glendon Evarts explains the difference between management and leadership.

(Read more...) Views - 1,853

How Do I… Remove AHT as an Agent Target?


Our panel of experts explain how you can remove Average Handling Time (AHT) as a frontline metric.

(Read more...) Views - 2,143

Twitter Debate – Should all Agents Handle all Channels?


We asked our Twitter followers “Do you think all agents should be trained to handle all channels?” Here is what they said.

(Read more...) Views - 1,407

How to Build Customer Empathy in Your Call Centre


Nichola Ansbro looks at five steps you can take to ensure your agents listen to and understand every customer.

(Read more...) Views - 2,320

Why the Boss is the Weakest Link in the Contact Centre


…And 5 things you can do about it!

(Read more...) Views - 3,737

6 Steps to Resolving Conflict in Your Team


Heather Foley looks at the steps a team leader should take to resolve conflict between agents.

(Read more...) Views - 1,868

Fool’s Gold: Why You’re Rewarding the Wrong People


Lisa Binney looks at why many contact centres are inadvertently failing to recognise their best performers.

(Read more...) Views - 2,145

How to Coach Agents for Attitude


Here are some tips to help correct an agent’s attitude, without showing them the door.

(Read more...) Views - 4,198

6 Things They Never Taught You About Shift Planning


Dougie Cameron explains what every contact centre shift planner should be doing to attract and retain the best employees.

(Read more...) Views - 2,321
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