Management

Call Centre Management

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 - 890

The Secret to Building Real Rapport

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

(Read more...) Views - 1,821

How to Succeed With Outbound Calling – Part 1

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

(Read more...) Views - 1,116

Homeworking and Happy: The Advantages of Virtual Agents

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

(Read more...) Views - 1,259

More management ideas from BBC’s The Call Centre

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

(Read more...) Views - 2,940

5 reasons why leaders need holidays too

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

(Read more...) Views - 937

Should we motivate contact centre agents with food?

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

(Read more...) Views - 3,077

Zen and the Art of Handling Angry Customers

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

(Read more...) Views - 5,228

5 ways to increase customer satisfaction

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

(Read more...) Views - 2,848

Do you really know your customers?

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Paul Cooper explains why you should be listening to your customers, and designing your processes around their needs.

(Read more...) Views - 1,376
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