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Articles - Management Strategies

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Arm Your Agents in the Battle Against Stress

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Get Sickness Under Control – 21 Management Tips

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Our Top Readers of 2024

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Our Top Technology Contributors of 2024

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Beat Your Best Quality Scores – 15 Quick Wins

Pros and cons of multi skilling agents with a plus and minus sign on scales

Multi-Skilling Agents – Is It Really Best?

Pros and cons of single skilling agents on a notepad

The Pros and Cons of Single-Skilling Agents

Stressed person in headset sat at desk

Ease Agent Stress – With These 15 Top Tips!

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Need to Reduce Absence in Your Contact Centre? Here’s How!

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21 Top Tips to Improve Your Agent Onboarding

Six steps to more competent agents

The 6 Steps to More Competent Agents

SOP - Standard Operating Procedure, text on notepad and office accessories on yellow desk

How to Write a Standard Operating Procedure (SOP)

Bupa site visit

15 Ideas You Can Use From Bupa’s Contact Centre

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Hit the Ground Running! How to Help Your Agents Be Shift Ready

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Want to Find Out How Happy Your Agents Really Are? Here’s How!

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Kick-Start Your Next Team Engagement Day

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10 Ideas We Heard at the Leeds Building Society Contact Centre

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The Truth About Body Language on the Phone

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21 Amazing Habits to Foster in Your Frontline Agents

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Techniques to Improve Your Probing Questions

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The Secrets to Coaching Remotely

Call centre worker with headset

How to Use Mock Calls to Improve Agent Performance – With Free Exercises

Develop new products, services, and strategies to stay ahead.

Staying Ahead of the Contact Centre Evolution

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3 Proven Ways to Cheer Up Your Team

EvaluAgent CC Performance Summit 2025 box

Editor's Pick

Thumbnail 10 New Ways Tech Is Helping Agents Right Now

10 New Ways Tech Is Helping Agents Right Now

Thumbnail Stop Making Your Absence Rates Go Up!

Stop Making Your Absence Rates Go Up!

Thumbnail 10 Quick Wins to Help Agents Recover From a Tough Day

10 Quick Wins to Help Agents Recover From a Tough Day

Thumbnail Ways to Reduce Friction Between Agents Working on Different Channels

Ways to Reduce Friction Between Agents Working on Different Channels

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