Call Centre Management

5 Shocking Things Even big Contact Centres Are Failing at


Carolyn Blunt looks at the key areas of customer service even some of the big-brand contact centres are getting wrong.

(Read more...) Views - 2,367

How Do I… Make Time for Agent Training?


Our panel of experts share some practical strategies for making time for agent training in the contact centre – even if you think you’re too busy.

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What Is the Best Strategy for Making a Business Grow? Everyone on Customer Service!


Cristian Rennella looks at why you need to put customer service at the heart of your business strategy to drive overall success.

(Read more...) Views - 1,109

The 4 Skills You Can’t Teach – But Call Centre Staff Need


Nichola Ansbro explains the four key qualities she looks for in every interviewee before offering them a job.

(Read more...) Views - 4,989

How to Manage Flexible Working


Running out of office space? Heather Foley explains how you can manage flexible working.

(Read more...) Views - 1,258

An Introduction to Recruiting and Training Home Agents


Bill Backus explains how to recruit, hire and train home agents – from a remote location.

(Read more...) Views - 1,416

4 Steps to Managing Absence


Gary Kinsella looks at how you can better manage absence in your contact centre.

(Read more...) Views - 4,137

What Makes Smaller Contact Centres so Different?


Martin Jukes highlights how contact centres of under 50 agents manage their training, recruitment and structure.

(Read more...) Views - 3,899

Positive Words to Increase Customer Satisfaction


Here are even more positive words and phrases you can use to help create a great customer experience in your contact centre.

(Read more...) Views - 19,523

5 Signs Your Agents Don’t Care


Here are five typical red flags that suggest an agent has ‘checked out’ – that they don’t give two hoots. That they just don’t care any more.

(Read more...) Views - 6,115
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