Articles about Hints and Tips

Luke Turner shares with us the trials and tribulations of working in a multilingual contact centre.

The latest Ofcom regulations, introduced earlier this year, have brought in tough penalties for all people making outbound phone calls.
But the regulations are highly complex and very difficult to understand.  To help make the regulations clearer to understand here is a one-page ‘cheat sheet’.

Customer compliment often reflects great service from a whole team. Good feedback is useless unless shared with a team. Even good feedback for individual agents can give others an insight into the level of service they should be aiming to give.
Here are a few suggestions on how to share feedback with the rest of the [...]

Opening hours are a vital part of the success of a call centre. Call centres that deal with the public have to ensure they are open at times when people are able to call in. Which opening hours work best? Matthew Brown looks at the options.

We asked our panel of experts for their advice on how to make telephone sales people more productive.  We came up with a good number of tips.
It may be worth trying some of these in your contact centre.

It’s easy to think that one person doesn’t make a difference in a call centre with hundreds of agents. But the impact of one agent on service levels can be huge.
Matthew Brown explains a technique called the Power of One.

Call centre managers must sometimes wish they could clone their best agents and team leaders. In the distant future that might become possible, but in the meantime, Matthew Brown explores methods to bottle up the essence of your best employees and spread the magic across your workforce.

Small improvements can make a big difference in the contact centre. Our panel of experts give their tips on how to make a better contact centre.

Looking to expand your reading in the contact centre and customer service space?
We take a fresh look at some of the best websites out there.
Thanks to all of you who nominated your favourite …

A good team leader can turn an average team into top performers. Here are a few tips on how to get more out of your team leaders.