Call Centre Management

Overcoming 6 Barriers to Effective Homeworking


Getting home agents up and running isn’t always straightforward. Here is some advice on overcoming common problems.

(Read more...) Views - 172

How to Succeed With Outbound Calling – Part 2


In the second of this 2-part series – click here to read Part 1 - Stuart Pearce shares the secrets of outbound calling success.

(Read more...) Views - 1,578

Saying a Professional Goodbye


Heather Foley presents a step-by-step guide on how to say goodbye professionally to a valued employee.

(Read more...) Views - 1,313

The Secret to Building Real Rapport


Simon Bailey explains why building real rapport involves a blend of like and respect.

(Read more...) Views - 2,657

How to Succeed With Outbound Calling – Part 1


In the first of this 2-part series, Stuart Pearce shares the secrets of outbound calling success.

(Read more...) Views - 1,828

Homeworking and Happy: The Advantages of Virtual Agents


Bill Backus explains why homeworking agents receive the highest CSAT scores.

(Read more...) Views - 1,522

More management ideas from BBC’s The Call Centre


Here are some interesting management ideas we picked up from Series 2 of BBC’s The Call Centre.

(Read more...) Views - 3,346

5 reasons why leaders need holidays too


With the summer fast approaching, Heather Foley explains why all good leaders should make time for a holiday.

(Read more...) Views - 1,080

Should we motivate contact centre agents with food?


Is food a good motivator in the contact centre? Well, our readers clearly think so. Here are a few ideas.

(Read more...) Views - 3,443

Zen and the Art of Handling Angry Customers


Eric Harne explains how he handles angry customers using Zen Call Taking.

(Read more...) Views - 5,490
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