Management

As we know, the role of the team leader is crucial to the effective development and retention of talented front-line agents.  Whilst the remit of the ‘leader’ role will vary depending upon the size of the organisation, there are some consistent elements common to most team leader roles.  Carolyn Blunt tells us more.

Abhinit Gogia thought that his colleagues in the contact centre were looking dull and uninterested.  On his way home, he thought of an idea that would get everyone going.
Read on to find out what he did….

This week we launch the final cheat sheet in the series of downloadable training materials on Emotional Intelligence.    

Data entry is essential to customer service, but it can also be time consuming and inefficient. Our expert panel share their top tips and experiences on how to reduce the time agents spend on data entry.

This week we launch the second cheat sheet in the series of downloadable training materials on Effective Questioning Techniques.    

Too many contact centres reward performance for sales and don’t reward for good customer service, but it doesn’t have to be this way.  Paul Cooper  shares his thoughts…

As leaders we need to ensure that our teams are delivering high performance.  But this is easier said than done.  Angelo Azar highlights three actions that a leader in a contact centre environment can prioritise for maximum return.

Luke Turner shares with us the trials and tribulations of working in a multilingual contact centre.

As an industry, contact centres have a reputation for being unable to retain our best staff.  The churn in our industry has always been high. But it doesn’t have to be this way.  Penny Hutton provides her 10 top tips to build loyalty amongst staff.

We have had a number of requests from our readers to provide more training materials.  We are lucky to have been supplied with a number of training cheat sheets by Rob Wilkinson of Call Centre Connect.