Hints and Tips

Call Centre Hints and Tips to improve your contact centre

Top tips for managing attrition in the call centre

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.

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Top tips for selling over the phone

In this article, Andy Preston gives some ‘top tips’ on how call centre agents can increase their effectiveness in selling over the phone …

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11 tips for effective email management

An increasing amount of contact centre traffic is now being handled by email. But how can we get the best out of it?
We asked a number of email management providers for their top tips.

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46 tips for managing absence

One of the last taboos in call centres is the problem of absenteeism. This can run as high as 15% or more on a Monday morning. It is so sensitive that one call centre manager called it the “A Word”.
So with Monday being officially the ‘most depressing day of the year’, we asked for your advice [...]

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Top tips for dealing with redundancy survivors

When making redundancies, employers try to do so with the minimum cost and disruption to their operations. They often ignore the fact that the people left behind are, arguably, more important than those leaving. Simon Rustom provides some advice on how to avoid ‘Survivor Syndrome’.

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Hints and tips from an award-winning call centre

We visited British Gas in Cardiff, winners of the European Call Centre of the Year award, to see how they did it and what tips we could use in our own call centres.
Bev Rowney, Head of Service Excellence tells us how…

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28 Hot Tips to improve your IVR

With voice self-service getting such a bad name, we asked our panel of experts how we can tune up our IVR systems.

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30 tips to improve your call quality monitoring

Monitoring isn’t all about spotting problems and dealing with them. It’s also about identifying and amplifying positive messages. Even in today’s technologically sophisticated contact centres, a simple ‘thank you’ can work wonders. Here our panels of experts share their tips with us……….

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