Call Centre Management

10 Steps to Chairing a Great Meeting


Heather Foley outlines the key things you should be doing to ensure your next meeting is a success.

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The Contact Centre Hierarchy of Needs


Here is an interesting idea that we came across – based on Maslow’s Hierarchy of Needs.

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5 Simple Ways to Keep Agents Happy


It is no secret that happy agents work harder. Here Kristin Hodgkinson reveals 5 simple things you can do to help keep everyone smiling.

(Read more...) Views - 1,947

How to Keep in Touch With Homeworking Agents


Bill Backus explains how to communicate effectively with your homeworking agents.

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29 Tips for Improving Average Handling Time (AHT)


Our panel offer some great tips on improving Average Handling Time.

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How to Give Sales Agents Difficult Feedback


Heather Foley explains how to give your sales team effective feedback without dampening their spirits – and ability to sell.

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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’.

(Read more...) Views - 5,289

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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