Hints and Tips
Hints & tips
What is an Erlang?
Articles about Call Centre Answers
A selection of Call Centre Questions send in by our readers with Answers from our panel of experts.
Legal Implications of Call Recording
Business Call Recording Legislation
Answers: Has Anyone Used Incentive Schemes to Reduce Sickness Absence?
Suggestions for Improving Agent Confidence
Answers: I Need Competition Ideas to Help Boost Agent Morale. Any Suggestions?
Answers: Has Anyone Implemented an Employee Council to Increase Engagement?
Answers: Do I Try the Landline or Mobile First?
Answers: How do I Schedule Staff for Peaky & Unpredictable Call Volumes?
Answers: Do You Include All Abandoned Calls Within Your Statistics?
Answers: What Level of Security Questions Need to be Asked?
Answers: Can a Call Recording Made by a Customer be used against me?
Answers: Suggestions for Telephone Interview Screening Questions?
Answers: How can I design a flexible rota for agents?
Answers: I need some advice on abandoned call targets. Can you help?
Answers: I need a set of open questions for outbound calling – any ideas?
Answers: Improving training
Answers: Multilingual call centres
Answers: IVR abandon rate
Answers: Listening In on Calls
Answers: Monitoring outbound calls
Answers: Should We Outsource Calls?
Answers: I need some tips to improve agents convincing skills – any ideas?
Answers: What is the Minimum Number of Staff Required for a 24/7 Call Centre?
The Best Ways to Start and End a Customer Conversation
Call Centre Helper Releases Survey Research
Productivity Hack – A 4-Day Working Week
15 TED Questions for Customer Service – With Examples
Webinar: How to Transform CX
Thu 03 Feb 2022
Webinar: How to Build Flexibility into Call Centre Schedules
Thu 10 Feb 2022
eBook: Customer Engagement Burnout
eBook: Automation & AI That Unites All Your People
The Future of Customer Service: What Retailers Should Prepare for in 2022 – Webinar
Wed 02 Feb 2022
The Top Trends in KM for 2022 – Webinar
Tue 08 Feb 2022
Embedded Finance: A Business Opportunity and CX Challenge
Let’s Maintain the Momentum