Articles about Hints and Tips

How to keep the contact centre on top form

We interviewed a range of contact centre managers to find out what initiatives they use to keep the contact centre on top form.

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15 tips for contact centre managers

Are you looking to improve the contact centre? Here’s a selection of top tips for contact centre managers.

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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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How to survive and prosper in a multilingual contact centre

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

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One-page overview of the Ofcom regulations

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’.

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Five ways to share good customer feedback with the rest of the team

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 [...]

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What are the best opening hours for a call centre?

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.

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25 tips to make your telesales people more productive

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.

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The Power of One

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.

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How do we bottle up our amazing team leaders and agents?

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.

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