Hints and Tips

Call Centre Hints and Tips to improve your contact centre

10 tips to improve call-handling performance

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.

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25 tips for motivating staff

We all know that motivated staff work better and harder. But how do we ensure our staff are always motivated? Here are a few tips.

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Top tips on flexible shift patterns

Flexible shift patterns are one of the more innovative ways of dealing with employee absence and attrition. We asked our experts for their advice.

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Top tips for using MI in the contact centre

Our editor Jonty Pearce and Colin Wheelan from the Professional Planning Forum, recently held a workshop at the Planning Forum Conference on Management Information (MI) and the contact centre.
Here are the top tips that came from the floor.

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Top Tips for appointment setting

In many call centres you have to make outbound calls to generate appointments.
Stella Jones provides her top tips.

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61 Top Tips for Workforce Management Technology

In the run-up to our Workforce Management Reference Guide we will be publishing a series of articles about the subject. This week we ask our panel of experts for their tips on getting the best out of Workforce Management Technology.

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Top tips for employee absence

Absence is a big problem across the industry. It seems particularly acute on a Monday morning. In some call centres up to 10% are absent at any one time.
Here are 16 tips to help manage the issue…

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More call centre hints and tips

Monday was the first day of spring and time to freshen up the call centre.
Why not start off your spring clean with our latest round-up of call centre hints and tips.

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Top tips for increasing telesales conversions

Here are some top tips for how your advisors can increase their effectiveness in selling over the phone.
Let’s face it. The vast majority of training solutions focus on skills and tactics such as complaint handling, empathy, tone, etc. However, leading call centres operate differently from the rest…

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