Call Centre Management

How Do I… Measure Employee Engagement?


In this article, we address the thorny question of how to measure Employee Engagement and look at the best questions to include on an Employee Engagement survey.

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15 Ideas for Handling Mental Health Issues in the Contact Centre


We asked four people for their experiences and advice on dealing with mental health issues in the modern workplace.

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14 Top Tips for Appointment Setting


Our panel share their best practice ideas for getting great results from your appointment-setting teams.

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7 Strategies for Managing Extrovert Agents


Contact centre work naturally attracts talkative people, but they can be hard for team leaders to manage. Here are 7 tips to help you get the best out of extroverts.

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Tough Love: How to Say “No” to Your Team


Sometimes you just have to say “no”. Heather Foley looks at how you can soften the blow and stop your decision from ruining team morale.

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5 Traits to Look for in Your Next Call Centre Employee


Ian Cowley shares the key personality traits he looks for when interviewing for his contact centre.

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5 Simple Ways to Improve Your Agents’ Day


Here are some small changes you can make to help improve your agents’ day-to-day happiness on the contact centre floor.

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The Best Words to Rescue an Unhappy Customer Experience


Here are some great words and phrases to use the next time you’re faced with an unhappy customer or need to put someone on hold.

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The Top Stories of 2015


Here are our most popular articles of 2015.

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Why Great Leaders Encourage Entrepreneurism


Dave Salisbury explains why promoting a “Spirit of Entrepreneurism” is key to great leadership in the call centre.

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