We explore the key roles in a call centre, offering detailed job descriptions fo ..
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Find a quick call centre team leader job description that can be used as an exam ..
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Revamp your recruitment strategy by tailoring roles, leveraging social media, hi ..
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Colin Claverie at Netcall explores the vital link between process mapping and th ..
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What are the skills and competencies that are necessary to play the different ty ..
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We've put together an example job description for Head of Contact Centre ..
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We've put together an example job description for Digital Contact Director ..
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Find out about the new contact centre roles that are evolving to support AI, imp ..
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Explore how AI, real-time automation, and coding will redefine workforce managem ..
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We asked a number of journalists to find out what working in a call centre envir ..
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We present two examples of job descriptions of a contact centre Resource Plannin ..
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What can be done to improve advisor performance and contact centre productivity? ..
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Discover an example job description for contact centres looking for a Customer S ..
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Are these mistakes on your CV stopping you from landing your next job? Presentat ..
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There may be times when you know there’s someone waiting in the wings for you ..
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Discover the key skills, responsibilities and job titles of front-line call cent ..
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In this article, Julie Mordue of greenbean shares tips and advice for improving ..
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Call centre recruiting is one of the essential steps in managing the contact cen ..
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In this article, we explore what a CXO is – including the skills, qualificatio ..
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Discover how agent roles will transform by 2035 and the role of AI, empathy, and ..
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Discover why CX leaders can’t stand still and how to evolve leadership, traini ..
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Sitting all day at work harms your health. Discover 7 easy, practical ways to st ..
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Five9 explores how conversational AI is reshaping contact centre operations and ..
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In this edition of our Q&A series exploring common BPO, call, and contact centre ..
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Finding ways to increase staff motivation will boost the work-rate and productiv ..
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We've put together an example job description for Senior Operations Manager ..
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Excellent article on attrition management that looks at how to control and reduc ..
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Discover 10 expert tips to help create clear career paths that boost retention a ..
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Calabrio has released findings from its latest Voice of the Agent report, highli ..
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Discover an example job description for contact centres looking for a Contact Ce ..
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Discover an example job description for contact centres looking for a Customer S ..
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In the fast-paced and customer-centric world of call centres, effective workforc ..
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Discover the definition of Chief Technology Officer (CTO) and learn what it mean ..
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Discover 26 effective tips for managing absence in contact centres to boost prod ..
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Find out how to upskill contact centre agents for a hybrid, AI-enabled future wh ..
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Michele Carlson at NICE explores how AI’s small, strategic shifts can trigger ..
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In this part of the Contact Centre Manifesto series, we look at the resources ag ..
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Hervé Leroux at Odigo explains how every year brings its share of changes and c ..
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A recent survey by Gartner indicates that artificial intelligence (AI) is playin ..
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Discover alternative job titles for frontline call centre staff beyond 'agent' s ..
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We were asked "Do any of your readers have suggestions for how to motivate my st ..
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Heather Foley reveals why it might be time to move on to your next challenge. 1. ..
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Playvox encourage you to rethink your quality assurance (QA) programme by coveri ..
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Donna Lightfoot at Playvox explains the role of real-time data in workforce mana ..
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In this week's double header we ask the question: are job appraisals outdated an ..
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