Management

Call Centre Management

4 Steps to Managing Absence

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

(Read more...) Views - 2,736

What Makes Smaller Contact Centres so Different?

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

(Read more...) Views - 2,838

Positive Words to Increase Customer Satisfaction

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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 - 7,789

5 Signs Your Agents Don’t Care

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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 - 4,775

How Do I… Overcome the Friday Slump?

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Our panel of experts share their best tips and tricks for keeping agents smiling on a Friday afternoon.

(Read more...) Views - 3,416

What I’ve Learnt From Listening to My Customers’ Calls

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Listening to a handful of calls every day has helped Ian Cowley deliver a great customer experience.

(Read more...) Views - 1,905

How Do I… Recruit the Best Agents?

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Our expert panel explain how to make sure you are hiring the best people.

(Read more...) Views - 3,320

Isn’t It Time Agents Picked Their Own Holidays?

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Rachel Lane explains how you can enable your agents to book any holiday they like – with only 4 weeks’ notice.

(Read more...) Views - 1,472

4 Ways to Get Your Customers Singing a Different Tune

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Gerry Brown explains what customer satisfaction really is and how you can achieve it.

(Read more...) Views - 2,207

Holacracy: The Latest Trend in Customer Service

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Holacracy is the latest trend shaping customer service. Not heard of it before? Read on to find out more.

(Read more...) Views - 3,648
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