Try one of these Pages


Something has gone wrong and the page you're looking for may have moved.

Try searching the database

Related articles

This call centre quality monitoring form is an Excel template that can be used for quality assurance and agent evaluatio..
Read more...
We provide our advice for training advisors to use empathy in the contact centre, before sharing some activities that wi..
Read more...
We take you through three useful call centre coaching models to help improve continuous training, before highlighting ho..
Read more...
Sirisha Peters, L&D Professional and Leadership Coach, explains how empathy-driven coaching can help you nurture resilie..
Read more...
Swapping traditional coaching methods for integrated call centre coaching brings a wide range of benefits, including imp..
Read more...
Voice recordings can provide a great way of helping to train call centre staff. We asked our experts about how to do it...
Read more...
In this article we outline responses to the question what is the best way to coach a phone call...
Read more...
Playvox outlines four ways you can incorporate agent recognition into your QA monitoring program. Agent attrition is an ..
Read more...
Here are some tips to help correct an agent’s attitude, without showing them the door. “Hire for attitude, c..
Read more...
Quality of Experience With Your Business’s Communication Systems Determines Success Your customers’ satisfaction and..
Read more...
EvaluAgent’s Chris Mounce explains how to coach your agents using the GROW model. Let’s set the scene, you’ve ..
Read more...
CallMiner has announced the latest release of its agent performance management platform, now branded Eureka Coach. Eurek..
Read more...
David Geffen of NICE shares six effective call centre coaching techniques to help advisors reach their potential. Imagin..
Read more...
Contact centres are constantly looking for ways to maximise the potential of agent-customer conversations and create pos..
Read more...
Your frontline call centre agents are engaging with your customers constantly. Their performance is critical to your ong..
Read more...
Lauren Maschio of NICE discusses how to support work-from-home agents with coaching and quality management initiatives. ..
Read more...
Many companies suffer from poor performance and not hitting KPI targets.  When managers then feel under pressure, the n..
Read more...
8×8 has announced that Proximie, the software platform that is saving lives by sharing the world’s best clini..
Read more...