Call Centre Management

Saying a Professional Goodbye


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


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


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


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


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


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?


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


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

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

5 ways to increase customer satisfaction

holding hands-510

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

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

Do you really know your customers?

questions marks over peoples faces

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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