Management

Call Centre Management

10 Steps to Chairing a Great Meeting

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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

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

(Read more...) Views - 1,050

5 Simple Ways to Keep Agents Happy

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

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How to Keep in Touch With Homeworking Agents

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

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29 Tips for Improving Average Handling Time (AHT)

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

(Read more...) Views - 2,875

How to Give Sales Agents Difficult Feedback

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

(Read more...) Views - 1,409

30 Strategies for Improving Agent Productivity

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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

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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

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…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

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

(Read more...) Views - 1,357
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