Management

7 ways to improve the accuracy of your contact centre forecasts

Dealing with the weather, the postman and marketing teams are just some of the hurdles faced by call centre managers making predictions on call volume.
Reporter Felicity Hunter spoke to a number of experienced contact centre managers who gave an insight into the problems they regularly encounter.

Sixteen initiatives to ensure your staff enjoy coming to work

It is often said that happy staff lead to happy customers.  So what are some good ways to improve staff happiness and ensure they enjoy coming to work?
At a recent discussion we asked a number of contact centre managers and directors for their ideas.

Space Race call centre game template

Last week in Call Centre Helper we featured a game called Space Race, designed by Johnny Herbin at British Gas. Here is a version that we have created in PowerPoint, available for you to download.

Six of the best games for your contact centre

Need to boost morale in the contact centre?  Why not try a game or a fun aside that can allow a little time off the phones and channel the competitive elements.
Call Centre Helper takes a look at six contact centre games that we have come across recently.

5 ways to boost morale in the contact centre

 
Felicity Hunter reports on some interesting ideas to improve staff morale which are currently being run at the heart of a well-known contact centre.

How to keep the contact centre on top form

We interviewed a range of contact centre managers to find out what initiatives they use to keep the contact centre on top form.

15 tips for contact centre managers

Are you looking to improve the contact centre?  Here’s a selection of top tips for contact centre managers.

Building flexibility into the schedule using banked hours

Banked hours can be a great way of scheduling staff to cope with varying demand.  Matthew Brown looks at how banked hours could work in the contact centre.

Training Cheat Sheet – Closing Techniques

This week we launch the second series of downloadable training materials, a cheat sheet on closing techniques.
This training module will help you to:

Use a couple of closing techniques
Make recommendations with confidence
Use benefits to encourage a customer to buy

Top tips for improving team managers’ leadership skills

Developing your team managers’ leadership skills is critical to improving the contact centre. 
George Dixon gives a few clues with this guide to team leader development…