Management

The London 2012 Olympics will be the biggest sporting event in Britain for generations, and it provides the perfect opportunity for some exciting motivational games for the call centre.
Matthew Brown looks at how to set up an Olympic-themed call centre game.

We asked our panel of experts for their advice on how to make telephone sales people more productive.  We came up with a good number of tips.
It may be worth trying some of these in your contact centre.

It’s easy to think that one person doesn’t make a difference in a call centre with hundreds of agents. But the impact of one agent on service levels can be huge.
Matthew Brown explains a technique called the Power of One.

As a follow-up to his article  the top 10 questions in customer service Paul Cooper looks at ten more frequently asked questions.

It has now been almost 6 months since the latest Ofcom regulations came into force.
We asked the dialler vendors for their opinion on how well the Ofcom regulations are working. Their answers make for interesting reading.

Everyone needs to take time off at some point. Perhaps an agent with children wants to see a school play. Maybe it’s time for a dentist’s or doctor’s appointment.
Here’s how to deal with such requests.

Assertiveness is ‘the ability to express one’s ideas, opinions and beliefs openly and honestly, without violating the rights of others’.  Yet it is the part that says ‘without violating the rights of others’ that some people forget and inadvertently tip into behaving ‘aggressively’.
Carolyn Blunt explores how we can get our agents to deliver the right [...]

A job candidate’s well-rehearsed replies to the usual interview questions can disguise their true personality. Four top call centre recruitment specialists share the questions they use to probe a little deeper.

Small improvements can make a big difference in the contact centre. Our panel of experts give their tips on how to make a better contact centre.

Email is an increasingly common way to communicate with customers, and monitoring quality is essential to ensure high productivity.
Our expert panel share their tips on how to get the most out of email customer service.