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Multi-skilling agents can help drive a more efficient contact centre operation, by allowing agents to switch between tas..
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Michelle Ansell at Douglas Jackson explains how to make the best use of the time you have – even when recruiting under..
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In times like these, it’s easy to forget that it’s your front-line agents and team leaders who make the biggest impa..
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Until a few years ago, contact centres were focused on handling inbound telephone calls from customers – predominantly..
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Customers today have a choice in how they communicate with your business, and they’re increasingly reaching out via a ..
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