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…)
This week sees the launch of the Workforce Management Reference Guide.
What makes it different is that it has been written collaboratively by a team of people from across the industry.
Click here to visit the Workforce Management Reference Guide. (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…)
Background noise is a real problem in many call centres. The noise is transmitted down the phone to the customer and your agents can find it difficult to think. So what possible solutions are available? (more…)
With attrition levels on the rise, it has never been more important to get the recruitment process right, first time.
We asked our recruitment experts for their advice. (more…)
In the run-up to our Workforce Management Reference Guide we will be publishing a series of articles about the subject. This week we ask our panel of experts for their tips on getting the best out of Workforce Management Technology. (more…)
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… (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…)
