Management
Call Centre 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.
(Read 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.
(Read more...)
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.
(Read more...)
This week we launch the second cheat sheet in the series of downloadable training materials on Effective Questioning Techniques.
(Read more...)
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…
(Read more...)
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.
(Read more...)
Luke Turner shares with us the trials and tribulations of working in a multilingual contact centre.
(Read more...)
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.
(Read more...)
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.
(Read more...)Find out today about Storacall’s flexible, reliable and low cost call recording solutions backed by over forty years experience.
www.storacall.com
What do the new Ofcom guidelines mean for your predictive dialler operation?
www.rostrvm.com
- The Top 50 interview questions and how to handle them
- Incentive schemes that work
- Motivational Games
- Five phrases a Call Centre Manager should never use
- How do I - manage negativity to change?
- Practical tips for effective questioning techniques
- Top tips for increasing telesales conversions
- Top 5 ways to improve attrition in your contact centre
- How to improve empathy in the call centre
- Top tips for employee absence
- Manager Clients service - Inward strategic ventures (Saturday 04 Feb)
- Managing Director - cereno (Friday 03 Feb)
- Home Working Manager - Capita BBC Audience Services (Friday 03 Feb)
- Administration Manager - Nottingham University Hospitals NHS Trust (Friday 03 Feb)
- Head - Talent and Corporate Sustainability - Barclays Shared Services (Friday 03 Feb)
- HR Manager - Innovation Group (Thursday 02 Feb)
Forum
- BelindaN on What KPIs do helplines use - for example Shelter
- Jeremy on What system do call centers use to call out?
- on Whats the best incentive?
- MHarris123 on Prospecting and Proposals
- rfisher90 on Forum Rules
- rfisher90 on Introduce yourself
Comments
- Spine Back Rack Ltd on Employers urged to reduce back pain
- rboynton on 5 reasons why support forums need to move on
- John on 5 reasons why support forums need to move on
- Anil Prasad on Incentive schemes that work
- bridgette on Ten tips to improve listening skills on the telephone















