Management

Call Centre Management

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 - 1,213

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 - 337

7 Tricks That Call Centre Employees Play

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…And how to spot them! This article shows you how to pinpoint everything from tactical toilet breaks to hiding behind ‘IT problems’.

(Read more...) Views - 3,655

Overcoming 6 Barriers to Effective Homeworking

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Getting home agents up and running isn’t always straightforward. Here is some advice on overcoming common problems.

(Read more...) Views - 1,016

How to Succeed With Outbound Calling – Part 2

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In the second of this 2-part series – click here to read Part 1 - Stuart Pearce shares the secrets of outbound calling success.

(Read more...) Views - 1,862

Saying a Professional Goodbye

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Heather Foley presents a step-by-step guide on how to say goodbye professionally to a valued employee.

(Read more...) Views - 1,504

The Secret to Building Real Rapport

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Simon Bailey explains why building real rapport involves a blend of like and respect.

(Read more...) Views - 3,064

How to Succeed With Outbound Calling – Part 1

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In the first of this 2-part series, Stuart Pearce shares the secrets of outbound calling success.

(Read more...) Views - 2,041

Homeworking and Happy: The Advantages of Virtual Agents

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Bill Backus explains why homeworking agents receive the highest CSAT scores.

(Read more...) Views - 1,600

More management ideas from BBC’s The Call Centre

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Here are some interesting management ideas we picked up from Series 2 of BBC’s The Call Centre.

(Read more...) Views - 3,531
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