Management
Call Centre Management
Careful what your employees are tweeting!
Gemma Murphy shares some lessons on social media for employees and employers.
(Read more...)10 ways to improve morale in the contact centre
If you work in a call centre you will know that your staff have a tough job. So how can you improve morale? James Lawther provides some tips.
(Read more...)The dos and don’ts of call scripting
We asked our panel for their advice on what to do, and what to avoid, if you need to use call scripting.
(Read more...)Training Cheat Sheet – Coaching
This week we bring you the second cheat sheet in our latest series of downloadable training materials.
(Read more...)The rise and fall of the management bully
Paul Cooper looks at whether “macho” management behaviour produces the best results in our staff.
(Read more...)Training Cheat Sheet – Building great rapport
This week we bring you the first cheat sheet in a new series of downloadable training materials.
(Read more...)10 interesting initiatives for the call centre
Most call centres have similar requirements and ambitions, using mostly the same established methods for achieving them. Sometimes, though, you need to embrace new ideas if you want to iron out the niggling little issues and unlock that extra ten percent of performance from your team. Here are some handy suggestions we picked up from [...]
(Read more...)How to deal with long queues in the contact centre
Queues are the bane of the contact centre industry and one of the most complained-about areas. So what can the contact centre do to help deal with long queues? We asked our readers for their suggestions.
(Read more...)Five pointers to improving customer experiences
Whether it’s intentional or not, every business has a customer experience. And nowhere is that more apparent than in the contact centre. Jerry Angrave provides five pointers to improving customer experiences.
(Read more...)How to have fun in your call centre
Matt Phil Carver shares some ideas on how to have fun in your contact centre.
(Read more...)
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