Management
Call Centre Management
Sixteen initiatives to ensure your staff enjoy coming to work
It is often said that happy staff lead to happy customers. So what are some good ways to improve staff happiness and ensure they enjoy coming to work?
At a recent discussion we asked a number of contact centre managers and directors for their ideas.
Space Race call centre game template
Last week in Call Centre Helper we featured a game called Space Race, designed by Johnny Herbin at British Gas. Here is a version that we have created in PowerPoint, available for you to download.
(Read more...)Six of the best games for your contact centre
Need to boost morale in the contact centre? Why not try a game or a fun aside that can allow a little time off the phones and channel the competitive elements.
Call Centre Helper takes a look at six contact centre games that we have come across recently.
5 ways to boost morale in the contact centre
Felicity Hunter reports on some interesting ideas to improve staff morale which are currently being run at the heart of a well-known contact centre.
How to keep the contact centre on top form
We interviewed a range of contact centre managers to find out what initiatives they use to keep the contact centre on top form.
(Read more...)15 tips for contact centre managers
Are you looking to improve the contact centre? Here’s a selection of top tips for contact centre managers.
(Read more...)Building flexibility into the schedule using banked hours
Banked hours can be a great way of scheduling staff to cope with varying demand. Matthew Brown looks at how banked hours could work in the contact centre.
(Read more...)Training Cheat Sheet – Closing Techniques
This week we launch the second series of downloadable training materials, a cheat sheet on closing techniques.
This training module will help you to:
Use a couple of closing techniques
Make recommendations with confidence
Use benefits to encourage a customer to buy
Top tips for improving team managers’ leadership skills
Developing your team managers’ leadership skills is critical to improving the contact centre.
George Dixon gives a few clues with this guide to team leader development…
Can we make performance management into a game?
A lot of people get addicated to Xbox games, consistently trying to beat their best score.
So would it be possible to turn performance management into an equally addictive game?
- The Top 25 positive words and phrases
- Incentive schemes that work
- Motivational Games
- Five phrases a Call Centre Manager should never use
- How do I - manage negativity to change?
- Practical tips for effective questioning techniques
- Top tips for building rapport on the telephone
- Top 5 ways to improve attrition in your contact centre
- Top tips for increasing telesales conversions
- How to improve empathy in the call centre
Forum
- cbi on What makes a good team leader
- steven.a on Access Channel Costs
- mclarens on Customer Satisfaction/Service Measurement
- Tricia Dinero on Bereavement Call Close
- Tricia Dinero on Sickness, lateness and going AWOL during probation.
- Allenp1 on IVR - drop-out rate














