Management

Call Centre Management

The 5 Things Agents REALLY Want From Schedules

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We asked our readers what their agents value most from scheduling. Here is what they said was important.

(Read more...) Views - 1,551

This Shouldn’t Happen to a Customer…

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Carolyn Blunt reveals 5 things that companies should never do to their customers.

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10 Steps to Chairing a Great Meeting

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Heather Foley outlines the key things you should be doing to ensure your next meeting is a success.

(Read more...) Views - 1,013

The Contact Centre Hierarchy of Needs

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Here is an interesting idea that we came across – based on Maslow’s Hierarchy of Needs.

(Read more...) Views - 1,615

5 Simple Ways to Keep Agents Happy

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It is no secret that happy agents work harder. Here Kristin Hodgkinson reveals 5 simple things you can do to help keep everyone smiling.

(Read more...) Views - 2,295

How to Keep in Touch With Homeworking Agents

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Bill Backus explains how to communicate effectively with your homeworking agents.

(Read more...) Views - 1,366

29 Tips for Improving Average Handling Time (AHT)

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Our panel offer some great tips on improving Average Handling Time.

(Read more...) Views - 3,208

How to Give Sales Agents Difficult Feedback

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Heather Foley explains how to give your sales team effective feedback without dampening their spirits – and ability to sell.

(Read more...) Views - 1,573

30 Strategies for Improving Agent Productivity

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Our panel reveals how you can improve agent productivity for the long term – and stop relying on a temporary sugar rush.

(Read more...) Views - 3,186

How to Accommodate Callers With Disabilities

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Kayla Matthews explains how your agents can accommodate different disabilities and provide great customer service to everyone. 

(Read more...) Views - 1,280
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