Articles about staff

Training Cheat Sheet – Closing Techniques

This week we launch the second series of downloadable training materials, a cheat sheet on closing techniques.
This training module will help you to:

Use a couple of closing techniques
Make recommendations with confidence
Use benefits to encourage a customer to buy

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Top tips for improving team managers’ leadership skills

Developing your team managers’ leadership skills is critical to improving the contact centre.
George Dixon gives a few clues with this guide to team leader development…

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Five tips for reducing the strain of repeat calls

The strain of repeated calls throughout a shift can hamper your agents’ enthusiasm and could lead to a poorer standard of customer service.
George Dixon offers five suggestions on how to keep your agents fresh and energised.

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25 tips to help your staff to stay stress free

A range of tips looking at how we can help keep our front-line staff stress free.

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Ten ideas you can deploy in less than an hour

Looking for some quick wins in the contact centre? Here are ten low-cost ideas that you could deploy in the contact centre in less than an hour.

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First recognise the internal customer

Want to improve your customer relationship? Start first by looking at how you improve the internal customer relationships. Paul Cooper investigates.

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How to develop leadership in the contact centre

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. Carolyn Blunt tells us more.

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Time to cheer up the contact centre

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….

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5 strategies for improving your NPS score

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 [...]

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