Hints and Tips

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.

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

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.

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

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.  

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…

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.

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…

Asking the right questions is key to getting the right answers.  This week we look at effective questioning techniques…

With the economy coming out of recession, attrition rates will start to rise again.
In this double feature Steven Cooper and Helena Clayton look at practical steps we can take to reduce attrition.