The call centre industry employs over half a million people in the UK, and many of these are of the Generation Y era. But what does this mean for call centre employers? (more…)
Peter Hubbard argues that we are approaching the tipping point for home working in the call centre. (more…)
We all know that motivated staff work better and harder. But how do we ensure our staff are always motivated? Here are a few tips. (more…)
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. (more…)
Monday was the first day of spring and time to freshen up the call centre.
Why not start off your spring clean with our latest round-up of call centre hints and tips. (more…)
It’s a tough balancing act trying to balance Average Call Times with NetPromoter Scores. Our editor Jonty Pearce visited the Conduit Call Centre who are actually increasing their talk times to improve their NetPromoter scores. (more…)
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 “A Word”.
So with Monday being officially the ‘most depressing day of the year’, we asked for your advice on dealing with staff absence. (more…)
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 ‘Survivor Syndrome’. (more…)
In these cash-strapped days companies need to be creative about how they can deliver cost-effective incentive gifts and rewards to their staff.
We have looked at the incentives available and have rated them accordingly. Read on to find the best way to reward staff. (more…)
Stress can manifest itself in a range of symptoms and ultimately make you or your staff very ill. Symptoms to watch out for include headaches, irritability and forgetfulness.
In this article Carolyn Blunt looks at a range of techniques to improve stress levels for you and your team. (more…)
