Management

Call Centre Management

How Do I… Measure Employee Engagement?

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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

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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

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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

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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

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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

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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

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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

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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

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Here are our most popular articles of 2015.

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Why Great Leaders Encourage Entrepreneurism

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

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