Hints and Tips

Achieving a high productivity level is an ongoing challenge for contact centres. These top tips from our expert panel will help make your workforce more productive.

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.

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.

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

You may take it for granted, but the physical layout of your call centre can have a big impact on performance.
Darren Woolstencroft looks at six clever ways to lay out your call centre.

Engaging with customers has become an essential part of 21st-century customer service. Call Centre Helper’s panel of experts share their top tips for customer engagement.

Surprising a customer by exceeding their expectation is a great way to make sure they’ll be back in the future.  Matthew Brown shares ten tips on how call centre staff can go that extra mile.

Once a bit of a gimmick, internet chat is really starting to take hold in the call centre – particularly with the younger generation.  We asked a number of experts for their top tips on dealing with chat.

As anyone will tell you, customer surveys are vital in gaining insight into your customers’ perceptions of your product, brand or service.
But getting it right can be quite tricky.  We have asked our panel of experts for their tips.

Despite the fact that seven in ten people prefer the phone to any other contact method,  there are some common errors that companies continue to make in their customer contact operations.
James Tanner highlights 10 tips which could improve performance by more than 30 per cent.