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Dick Bourke shares how to identify important soft skills to develop in the contact centre and adapt training to advance ..
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Here Caroline Hardwicke shares her thoughts with us around the importance of developing empathy in the call centre.For t..
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Dick Bourke discusses how you can develop quality assurance (QA) guidelines for your contact centre, before stressing th..
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Alison Mathiebe explains why assisting agents with career planning benefits the call centre. Clarifying career aspiratio..
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The performance of contact centre advisors can vary greatly, in terms of both approach and style, even when handling the..
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According to Contact Babel, some UK regions can employ up to 5% of the local population in contact centres. With such st..
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Sarah Morgan of contact centre consultancy Luceat Coaching discusses what team leaders and managers can do to help their..
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As the world was turned upside down when the COVID-19 pandemic hit, companies scrambled to adapt to a work-from-home and..
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Sean Spurgin shares some great advice for understanding mindsets and supporting service people to improve performance. T..
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This article will discuss the importance of a PR strategy for a call centre outsourcing business, how to develop one, an..
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Every phone customer is familiar with the phrase “this call may be recorded for quality and training purposes.” Part..
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Michael Allen looks at the 5 core principles which could help you to improve employee engagement in your contact centre...
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How do you develop effective internal communications in the contact centre when everyone is busy talking to customers? I..
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