We explore the key roles in a call centre, offering detailed job descriptions fo ..
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Revamp your recruitment strategy by tailoring roles, leveraging social media, hi ..
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A Team Leader, who is often known as a supervisor or a team manager, is responsi ..
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Discover expert advice on preparing agents for leadership roles, including early ..
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What are the skills and competencies that are necessary to play the different ty ..
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We asked a number of journalists to find out what working in a call centre envir ..
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Explore how AI, real-time automation, and coding will redefine workforce managem ..
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The Head of Contact Centre will lead a Contact Centre Operation of various sizes ..
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We present two examples of job descriptions of a contact centre Resource Plannin ..
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Call centre recruiting is one of the essential steps in managing the contact cen ..
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The environment is dominated by one common subject area: how do businesses adapt ..
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In this article, Julie Mordue of greenbean shares tips and advice for improving ..
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In this article, we explore what a CXO is – including the skills, qualificatio ..
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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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What can be done to improve advisor performance and contact centre productivity? ..
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In this edition of our Q&A series exploring common BPO, call, and contact centre ..
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Explore12 effective call centre recruiting strategies to attract, assess, and hi ..
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Serco employs 50,000 people across 35 countries, with a revenue of over $7 billi ..
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Discover how agent roles will transform by 2035 and the role of AI, empathy, and ..
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The Customer Service Director is a key strategic and operational leadership role ..
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Sitting all day at work harms your health. Discover 7 easy, practical ways to st ..
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Finding ways to increase staff motivation will boost the work-rate and productiv ..
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With attrition levels on the rise, it has never been more important to get the r ..
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Discover 10 expert tips to help create clear career paths that boost retention a ..
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Excellent article on attrition management that looks at how to control and reduc ..
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Paul Sephton of Jabra introduces his new podcast on the topic of boosting workpl ..
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Senior Operations Manager need to meet and exceed business objectives ensuring c ..
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Front-line agents have many names in different call centres including; Agent Adv ..
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Discover 26 effective tips for managing absence in contact centres to boost prod ..
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Michele Carlson at NICE explores how AI’s small, strategic shifts can trigger ..
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Purpose: To manage, develop and lead a Customer Service team focused on deliveri ..
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The Contact Centre Manager will lead a Contact Centre Operation of various sizes ..
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Discover the definition of Chief Technology Officer (CTO) and learn what it mean ..
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Hervé Leroux at Odigo explains how every year brings its share of changes and c ..
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Discover alternative job titles for frontline call centre staff beyond 'agent' s ..
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In this part of the Contact Centre Manifesto series, we look at the resources ag ..
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Talkdesk have announced the release of Talkdesk CXTalent, a talent job platform ..
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We were asked… I am the chief executive officer (CEO) of a telemarketing b ..
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Heather Foley reveals why it might be time to move on to your next challenge. 1. ..
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We share ten examples of how you can help to develop your employees’ future ca ..
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Donna Lightfoot at Playvox explains the role of real-time data in workforce mana ..
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We investigate whether or not contact centres are finding it more difficult to r ..
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Playvox encourage you to rethink your quality assurance (QA) programme by coveri ..
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The whole process of receiving feedback can be too uncomfortable for words. You ..
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