Articles about Hints and Tips

Our panel of experts share their top tips for back-office workforce management.

What kind of shift patterns can contact centres use?  How should they be planned?
Keith Gait offers a few pointers.

Finding the right music on hold strategy can be difficult, especially when customers can now complain instantly via social media if they don’t like a particular song. Matthew Brown looks at Twitter to find out what customers really think about the music they listen to while on hold.

Dealing with customer complaints effectively can improve customer retention and help your company gain a reputation for providing good service. Our panel of experts shares their top tips to ensure complaints don’t turn into disasters.

Are you proud to work in customer service, or are you too battered from all the negative calls that we get?
Paul Cooper argues that we all need to do a better PR job, particularly in the companies that we work for.

Do members of your team ever ask you how they can progress up the career ladder?
As you will know, promotion takes determination, patience and hard work, so here are a few expert tips to help you relay the message to your teams.

We asked a number of award finalists for their call centre hints and tips.

Sometimes customer service can get a little stale. Here’s a few tips on how to freshen up your customer service.

Social media is big business these days, and Facebook and Twitter are two of the biggest social networks around. But which is best for delivering customer service?

With call centre costs growing year-on-year most large organisations are looking at how they can reduce their telephone demand.
Simon Rustom shares his thoughts with us…