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Articles - Recruitment
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RECENT
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Typical Roles in a Call Centre – With Job Descriptions
How to Setup a Call Centre from Scratch – The Checklist
Top 50 Customer Service Interview Questions – with Answers
Introduction to Call Centre Processes
10 Initiatives to Improve Induction Training
12 Call Centre Recruiting Strategies
Top Customer Service Strategies – No.1 Recruit and Train the Right People
An Introduction to Recruiting and Training Home Agents
The Fundamentals of Contact Centre Peak Management
How to Make Exit Interviews Work for You
Recruiting and Keeping the Best Call Centre Agents
What I’ve Learned From Running a Contact Centre – Grass-Root Progression
17 Things You Can Learn from the AO Contact Centre
Progression in a Contact Centre
14 Imaginative Ideas From the Which? Contact Centre
How to overcome the divide between temporary and permanent staff
The Three Forecasting Timelines Used in Contact Centres
The Call Centre Recruitment Process
6 Top Tips for Maintaining Quality Recruitment Under Pressure
36 Ways to Improve Call Quality Monitoring
Does Your Contact Centre Need a “Colleague Experience Manager”?
Managing Seasonal Intake – Your Questions Answered
10 Ways to Reduce New Employee Attrition
16 Things We Saw at the Specsavers Contact Centre in Nottingham
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Editor's Pick
How to Develop Empathy as a Skill in Your Frontline Teams
Tackle the 3 A’s – Absence, Agent Burnout, and Attrition
10 Ways to Be More Customer Centric
21 Tips to Make Your Customers Feel Truly Valued
Latest Resources
eBook: Empower Your Agents with AI
Guide: Maximize the Value of Your Voice & Screen Data
Upcoming Events
Masterclass: Why CX Can’t Hang Up on the Voice Channel
Wed 01 May 2024
Webinar: What Does an Excellent Customer Service Strategy Look Like?
Thu 02 May 2024
Latest Insights
Why Employees Suffer From Burnout and What To Do About It
Consumer Duty – How Can Contact Centres Help to Comply?
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The Key Elements of a CX Lifecycle and Ways to Improve It
21 Ways to Say “I’m Sorry” and Apologize to a Customer for Bad Service
What is Attrition Rate and How to Calculate It
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