Management

Call Centre Management

5 Practical Solutions for Tackling Staff Absence

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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 - 205

Are You a Manager or a Leader?

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Glendon Evarts explains the difference between management and leadership.

(Read more...) Views - 1,853

How Do I… Remove AHT as an Agent Target?

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

(Read more...) Views - 2,143

Twitter Debate – Should all Agents Handle all Channels?

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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 - 1,407

How to Build Customer Empathy in Your Call Centre

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Nichola Ansbro looks at five steps you can take to ensure your agents listen to and understand every customer.

(Read more...) Views - 2,320

Why the Boss is the Weakest Link in the Contact Centre

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…And 5 things you can do about it!

(Read more...) Views - 3,737

6 Steps to Resolving Conflict in Your Team

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Heather Foley looks at the steps a team leader should take to resolve conflict between agents.

(Read more...) Views - 1,868

Fool’s Gold: Why You’re Rewarding the Wrong People

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Lisa Binney looks at why many contact centres are inadvertently failing to recognise their best performers.

(Read more...) Views - 2,145

How to Coach Agents for Attitude

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Here are some tips to help correct an agent’s attitude, without showing them the door.

(Read more...) Views - 4,198

6 Things They Never Taught You About Shift Planning

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Dougie Cameron explains what every contact centre shift planner should be doing to attract and retain the best employees.

(Read more...) Views - 2,321
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