Call Centre Management

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.

(Read more...) Views - 825

How Do I… Recruit the Best Agents?


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

(Read more...) Views - 2,055

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 - 914

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 - 1,566

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 - 2,869

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 - 1,512

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 - 3,564

Are You a Manager or a Leader?


Glendon Evarts explains the difference between management and leadership.

(Read more...) Views - 2,874

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 - 2,740

Twitter Debate – Should all Agents Handle all Channels?


We asked our Twitter followers “Do you think all agents should be trained to handle all channels?” Here is what they said.

(Read more...) Views - 1,686
RSS Feed Subscribe to Call Centre Helper RSS

Azzurri whitepaper ad
Button Adverts
Azzurri whitepaper ad

Join the Discussion
call centre | call centre jobs | presentation | powerpoint templates | business helper