Call Centre Management

How Do I… Overcome the Friday Slump?


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

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


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

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How Do I… Recruit the Best Agents?


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

(Read more...) Views - 2,676

Isn’t It Time Agents Picked Their Own Holidays?


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

(Read more...) Views - 1,194

4 Ways to Get Your Customers Singing a Different Tune


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

(Read more...) Views - 2,005

Holacracy: The Latest Trend in Customer Service


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

(Read more...) Views - 3,277

Why Your Agents’ Training Might Be Failing


Amanda Green looks at why you might not be seeing the best results from your agents’ training sessions.

(Read more...) Views - 1,699

5 Practical Solutions for Tackling Staff Absence


Poor attendance in the contact centre can have a negative impact on everything from team morale to schedule adherence. Here are 5 ways to help manage the issue.

(Read more...) Views - 3,960

Are You a Manager or a Leader?


Glendon Evarts explains the difference between management and leadership.

(Read more...) Views - 3,176

How Do I… Remove AHT as an Agent Target?


Our panel of experts explain how you can remove Average Handling Time (AHT) as a frontline metric.

(Read more...) Views - 2,971
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