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.
(Read more...)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.
(Read more...)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.
(Read more...)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.
(Read more...)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’.
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 [...]
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.
(Read more...)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.
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.
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.
(Read more...)Forum
- triscat on Accuracy versus guest service
- Big Dogg on Time Based Exercise
- robtuck on Percentage Calls Answered in WFM
- Rupert on Mutli-Lingual Call centres
- pmdikola on Buiding relationship between QAM Team and Call Centre Agents
- kga1978 on Hanging up on abusive customers
Comments
- Santhosh C V on The Top 25 positive words and phrases
- Keith S on Social media is an opportunity for contact centres to get it right
- Nexxphase on Top customer service strategies – No. 3 Recognise the importance of customer loyalty
- daveh on Answers: The best games for a call centre
- Alex on Free call monitoring form























