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	<title>Call Centre Helper &#187; Management</title>
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		<title>Top tips for employee absence</title>
		<link>http://www.callcentrehelper.com/top-tips-for-employee-absence-9792.htm</link>
		<comments>http://www.callcentrehelper.com/top-tips-for-employee-absence-9792.htm#comments</comments>
		<pubDate>Wed, 07 Apr 2010 11:12:02 +0000</pubDate>
		<dc:creator>jorobinson</dc:creator>
				<category><![CDATA[Hints and Tips]]></category>
		<category><![CDATA[Management]]></category>
		<category><![CDATA[absenteeism]]></category>
		<category><![CDATA[attrition]]></category>
		<category><![CDATA[Incentives]]></category>
		<category><![CDATA[staff]]></category>

		<guid isPermaLink="false">http://www.callcentrehelper.com/?p=9792</guid>
		<description><![CDATA[Absence is a big problem across the industry.  It seems particularly acute on a Monday morning.  In some call centres up to 10% are absent at any one time.
Here are 16 tips to help manage the issue&#8230;
1. Create an absence policy
If you don’t have one already, create an absence policy to balance employee and employer needs.  [...]]]></description>
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		<slash:comments>9</slash:comments>
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		<item>
		<title>Engaged agents = happy customers</title>
		<link>http://www.callcentrehelper.com/engaged-agents-happy-customers-9789.htm</link>
		<comments>http://www.callcentrehelper.com/engaged-agents-happy-customers-9789.htm#comments</comments>
		<pubDate>Wed, 31 Mar 2010 11:16:14 +0000</pubDate>
		<dc:creator>jorobinson</dc:creator>
				<category><![CDATA[Management]]></category>
		<category><![CDATA[customer experience]]></category>
		<category><![CDATA[customer service]]></category>
		<category><![CDATA[motivation]]></category>
		<category><![CDATA[staff]]></category>

		<guid isPermaLink="false">http://www.callcentrehelper.com/?p=9789</guid>
		<description><![CDATA[David MacLeod explores the benefits and drivers of employee engagement in the workplace and shares his top tips to help call centres inspire their agents to deliver great customer service. 
Help employees understand your business goals
Employee engagement is the oil in the wheels of any organisation: it’s how an employer builds a productive relationship with employees that makes [...]]]></description>
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		<slash:comments>0</slash:comments>
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		<title>46 tips for managing absence</title>
		<link>http://www.callcentrehelper.com/top-tips-for-managing-absence-7998.htm</link>
		<comments>http://www.callcentrehelper.com/top-tips-for-managing-absence-7998.htm#comments</comments>
		<pubDate>Wed, 20 Jan 2010 11:18:38 +0000</pubDate>
		<dc:creator>jorobinson</dc:creator>
				<category><![CDATA[Hints and Tips]]></category>
		<category><![CDATA[Management]]></category>
		<category><![CDATA[absence]]></category>
		<category><![CDATA[motivation]]></category>
		<category><![CDATA[staff]]></category>

		<guid isPermaLink="false">http://www.callcentrehelper.com/?p=7998</guid>
		<description><![CDATA[
One of the last taboos in call centres is the problem of absenteeism.  This can run as high as 15% or more on a Monday morning.  It is so sensitive that one call centre manager called it the &#8220;A Word&#8221;.
So with Monday being officially the &#8216;most depressing day of the year&#8217;, we asked for your advice [...]]]></description>
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		<slash:comments>7</slash:comments>
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		<title>Top tips for dealing with redundancy survivors</title>
		<link>http://www.callcentrehelper.com/top-tips-for-dealing-with-redundancy-survivors-7588.htm</link>
		<comments>http://www.callcentrehelper.com/top-tips-for-dealing-with-redundancy-survivors-7588.htm#comments</comments>
		<pubDate>Wed, 02 Dec 2009 11:16:12 +0000</pubDate>
		<dc:creator>jorobinson</dc:creator>
				<category><![CDATA[Hints and Tips]]></category>
		<category><![CDATA[Management]]></category>
		<category><![CDATA[empathy]]></category>
		<category><![CDATA[motivation]]></category>
		<category><![CDATA[staff]]></category>

		<guid isPermaLink="false">http://www.callcentrehelper.com/?p=7588</guid>
		<description><![CDATA[When making redundancies, employers try to do so with the minimum cost and disruption to their operations. They often ignore the fact that the people left behind are, arguably, more important than those leaving.  Simon Rustom provides some advice on how to avoid &#8216;Survivor Syndrome&#8217;.The people who stay will continue to deal with customers – [...]]]></description>
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		<slash:comments>1</slash:comments>
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		<title>Motivation through a Kick in the Ass</title>
		<link>http://www.callcentrehelper.com/motivation-through-a-kick-in-the-ass-3448.htm</link>
		<comments>http://www.callcentrehelper.com/motivation-through-a-kick-in-the-ass-3448.htm#comments</comments>
		<pubDate>Wed, 27 May 2009 11:16:58 +0000</pubDate>
		<dc:creator>jorobinson</dc:creator>
				<category><![CDATA[Management]]></category>
		<category><![CDATA[motivation]]></category>

		<guid isPermaLink="false">http://www.callcentrehelper.com/?p=3448</guid>
		<description><![CDATA[
Here is an idea that still holds water&#8230;..The psychologist Fred Herzberg argued that it is possible to generate ‘movement’ (i.e. getting someone to do something) through what he called KITA management – Kick in the Ass. 
Fred Herzberg  was one of the most influential names in business management.  His 1968 publication One More Time, How [...]]]></description>
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