Management

Call Centre Management

5 Simple Ways to Keep Agents Happy

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It is no secret that happy agents work harder. Here Kristin Hodgkinson reveals 5 simple things you can do to help keep everyone smiling.

(Read more...) Views - 1,748

How to Keep in Touch With Homeworking Agents

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Bill Backus explains how to communicate effectively with your homeworking agents.

(Read more...) Views - 1,188

29 Tips for Improving Average Handling Time (AHT)

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Our panel offer some great tips on improving Average Handling Time.

(Read more...) Views - 2,751

How to Give Sales Agents Difficult Feedback

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Heather Foley explains how to give your sales team effective feedback without dampening their spirits – and ability to sell.

(Read more...) Views - 1,351

30 Strategies for Improving Agent Productivity

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Our panel reveals how you can improve agent productivity for the long term – and stop relying on a temporary sugar rush.

(Read more...) Views - 2,784

How to Accommodate Callers With Disabilities

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Kayla Matthews explains how your agents can accommodate different disabilities and provide great customer service to everyone. 

(Read more...) Views - 1,105

7 Tricks That Call Centre Employees Play

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…And how to spot them! This article shows you how to pinpoint everything from tactical toilet breaks to hiding behind ‘IT problems’.

(Read more...) Views - 5,088

Overcoming 6 Barriers to Effective Homeworking

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Getting home agents up and running isn’t always straightforward. Here is some advice on overcoming common problems.

(Read more...) Views - 1,321

How to Succeed With Outbound Calling – Part 2

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

(Read more...) Views - 2,149

Saying a Professional Goodbye

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

(Read more...) Views - 1,795
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