Management

Call Centre Management

Reward for service, not sales

Too many contact centres reward performance for sales and don’t reward for good customer service, but it doesn’t have to be this way. Paul Cooper shares his thoughts…

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3 things to ensure you lead to high performance

As leaders we need to ensure that our teams are delivering high performance. But this is easier said than done. Angelo Azar highlights three actions that a leader in a contact centre environment can prioritise for maximum return.

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How to survive and prosper in a multilingual contact centre

Luke Turner shares with us the trials and tribulations of working in a multilingual contact centre.

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10 tips to build loyalty amongst staff

As an industry, contact centres have a reputation for being unable to retain our best staff. The churn in our industry has always been high. But it doesn’t have to be this way. Penny Hutton provides her 10 top tips to build loyalty amongst staff.

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Training Cheat Sheet – Handling difficult customers

We have had a number of requests from our readers to provide more training materials. We are lucky to have been supplied with a number of training cheat sheets by Rob Wilkinson of Call Centre Connect.

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5 tips for improving customer experience

Jay Reilly of SoundBite Communications provides 5 tips to shape the customer experience in an evolving, multi-channel world.

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How to encourage a learning culture in the contact centre

Skill levels in the contact centre can vary considerably and product knowledge can often be poor. With the internet and social media we sometimes find that the customer is more knowledgeable than the agent they are talking to.
So how do we encourage a learning culture in the contact centre? Sarah Mackie provides some pointers.

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Ten tips for dealing with performance management

As leaders of people, one of the most disliked elements of our roles is that of disciplinary action.
Angelo Azar gives his top tips for dealing with performance management.

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The best ways to deal with lunch and tea break requests

Breaks are an essential part of the daily routine in a call centre, but scheduling them can cause a headache for management. Matthew Brown looks at successful methods to overcome lunch and tea break planning chaos.

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Seven deadly sins of call scripting

Are your scripts switching off your customers?
Scripts can be an easy way to ensure agents say the right thing at the right time. But they could also be switching your customers off. If your scripts are guilty of any of the seven deadly sins below, it could be time for a rewrite.

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