Articles about staff

As we know, the role of the team leader is crucial to the effective development and retention of talented front-line agents.  Whilst the remit of the ‘leader’ role will vary depending upon the size of the organisation, there are some consistent elements common to most team leader roles. 

Abhinit Gogia thought that his colleagues in the contact centre were looking dull and uninterested.  On his way home, he thought of an idea that would get everyone going.
Read on to find out what he did….

Many of you will have used Net Promoter Surveys (NPS) to gauge the perception of your customers towards your company, products and services and to turn your existing customers into promoters of your business. The surveys can be a useful tool for learning what your customers like and dislike about your company and using their [...]

This week we launch the final cheat sheet in the series of downloadable training materials on Emotional Intelligence.    

Data entry is essential to customer service, but it can also be time consuming and inefficient. Our expert panel share their top tips and experiences on how to reduce the time agents spend on data entry.

This week we launch the second cheat sheet in the series of downloadable training materials on Effective Questioning Techniques.    

According to Contact Babel, some UK regions can employ up to 5% of the local population in contact centres.
With such stiff competition for contact centre staff, how do we ensure that we can develop and retain talent?  Carolyn Blunt outlines a blueprint for talent development.

As leaders we need to ensure that our teams are delivering high performance.  But this is easier said than done.  Angelo Azar highlights three actions that a leader in a contact centre environment can prioritise for maximum return.

As an industry, contact centres have a reputation for being unable to retain our best staff.  The churn in our industry has always been high. But it doesn’t have to be this way.  Penny Hutton provides her 10 top tips to build loyalty amongst staff.

We have had a number of requests from our readers to provide more training materials.  We are lucky to have been supplied with a number of training cheat sheets by Rob Wilkinson of Call Centre Connect.