Translate

People

How do we bottle up our amazing team leaders and agents?

I Already Coach. Why isn’t my Team Improving?

hand holding cog

Job appraisals – are they outdated?

Rapport-Building Tips

A Guide to Writing a Successful CV

An Introduction to Leadership Styles

How to Manage a Remote Team in an Indian Call Centre

A photo of a difficult customer

Handling Difficult Customers

Call and Contact Centre Questions: How Many Agents Can One Team Leader Effectively Supervise?

Answers: How Many Agents Can One Team Leader Effectively Supervise?

People doing a plank

How Do I Train My Team With a Budget?

voice pitch

How to Use Vocal Pace Tone and Pitch on the Phone

Photos on a line

What Sort of Manager Are You?

How to cross sell in your call centre

An angry person with steam coming out of their ears

Dealing with Irate Customers

coloured lightbulb

How Do I Inspire My Team?

How to Up-Sell in Your Call Centre

Developing empathy in the call centre

People working in office

How Do I – Manage People Through the Credit Crunch?

redundant chart

How Do I – Make Somebody Redundant?

neon question

5 Questions Every Call Centre Manager Needs to Ask Themselves

Person talking on phone - runaway talker concept

Call Control Techniques: Controlling a Runaway Talker on the Telephone

Time for change on board

How Do I – Manage Negativity to Change?

People working in office

How Do I – Manage People Who Are My Friends?