Call Centre Management

30 Strategies for Improving Agent Productivity


Our panel reveals how you can improve agent productivity for the long term – and stop relying on a temporary sugar rush.

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How to Accommodate Callers With Disabilities


Kayla Matthews explains how your agents can accommodate different disabilities and provide great customer service to everyone. 

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7 Tricks That Call Centre Employees Play


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

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Overcoming 6 Barriers to Effective Homeworking


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

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How to Succeed With Outbound Calling – Part 2


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

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Saying a Professional Goodbye


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

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The Secret to Building Real Rapport


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

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How to Succeed With Outbound Calling – Part 1


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


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


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

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