Call Centre Management

How to Succeed With Outbound Calling – Part 2


In the second of this 2-part series – click here to read Part 1 - Stuart Pearce shares the secrets of outbound calling success.

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Saying a Professional Goodbye


Heather Foley presents a step-by-step guide on how to say goodbye professionally to a valued employee.

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The Secret to Building Real Rapport


Simon Bailey explains why building real rapport involves a blend of like and respect.

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How to Succeed With Outbound Calling – Part 1


In the first of this 2-part series, Stuart Pearce shares the secrets of outbound calling success.

(Read more...) Views - 1,800

Homeworking and Happy: The Advantages of Virtual Agents


Bill Backus explains why homeworking agents receive the highest CSAT scores.

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More management ideas from BBC’s The Call Centre


Here are some interesting management ideas we picked up from Series 2 of BBC’s The Call Centre.

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5 reasons why leaders need holidays too


With the summer fast approaching, Heather Foley explains why all good leaders should make time for a holiday.

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Should we motivate contact centre agents with food?


Is food a good motivator in the contact centre? Well, our readers clearly think so. Here are a few ideas.

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Zen and the Art of Handling Angry Customers


Eric Harne explains how he handles angry customers using Zen Call Taking.

(Read more...) Views - 5,475

5 ways to increase customer satisfaction


Carolyn Blunt presents her 5-step plan for providing a great customer experience.

(Read more...) Views - 3,462
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