We explore the key roles in a call centre, offering detailed job descriptions fo ..
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What are the skills and competencies that are necessary to play the different ty ..
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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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Call centre recruiting is one of the essential steps in managing the contact cen ..
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In this article, Julie Mordue of greenbean shares tips and advice for improving ..
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Discover how agent roles will transform by 2035 and the role of AI, empathy, and ..
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Serco employs 50,000 people across 35 countries, with a revenue of over $7 billi ..
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In this edition of our Q&A series exploring common BPO, call, and contact centre ..
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Sitting all day at work harms your health. Discover 7 easy, practical ways to st ..
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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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Paul Sephton of Jabra introduces his new podcast on the topic of boosting workpl ..
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Calabrio has released findings from its latest Voice of the Agent report, highli ..
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Front-line agents have many names in different call centres including; Agent Adv ..
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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 26 effective tips for managing absence in contact centres to boost prod ..
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Discover the definition of Chief Technology Officer (CTO) and learn what it mean ..
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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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This blog summarizes the key points from a recent article from David McGeough at ..
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This blog summarizes the key points from a recent article from David McGeough at ..
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Talkdesk have announced the release of Talkdesk CXTalent, a talent job platform ..
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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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The whole process of receiving feedback can be too uncomfortable for words. You ..
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Donna Lightfoot at Playvox explains the role of real-time data in workforce mana ..
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Learn how to grow and retain teams in your contact centre with proven expert bac ..
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In this week’s double header we ask the question: are job appraisals outda ..
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Mechele Herres at NICE explains that your contact centre agents are your top bra ..
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Natalie Mackay at Five9 explores how it is a misconception that ArtificiaI Intel ..
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