The Top Stories of 2014

Here are our most popular articles of 2014.

Number 10. 6 Games to Liven up the Contact Centre

Playing games in the contact centre is a great way to help boost motivation and overall performance, as well as make those Friday shifts go that little bit faster!

Our readers shared 6 of their favourite contact centre games.

Views: 3,909 – Social Shares: 81

Number 9. 3 World Cup Games for Your Contact Centre

The Football World Cup generates excitement around the world – and harnessing some of this energy can be a great way to boost your contact centre.

Here are 3 tried and tested World Cup games for you to try the next time football fever strikes.

Views: 3,979 – Social Shares: 70

Number 8. 7 Ways to Build an Emotional Connection With Callers

An emotional connection should always be established with a caller in order to ensure customer loyalty – and to drive decisions and behaviour.

We offered some tips to build an emotional connection.

Views: 4,397 – Social Shares: 140

Number 7. 7 Tricks That Call Centre Employees Play

Agents across the country have a whole host of tricks up their sleeves to help avoid that last call of the day, or squeeze those extra few minutes out of their breaks.

This article showed you how to pinpoint everything from tactical toilet breaks to hiding behind ‘IT problems’.

Views: 4,960 – Social Shares: 129

Number 6. 11 Things a Call Centre Agent Should Never Say (But Many Do)

There are many words and phrases that agents shouldn’t use when trying to build rapport with customers. From “We don’t deal with that” and “I’m just going home”, to “Mate” and “Calm down”.

In this article, we explored 11 phrases that no agent should ever say – and what they should be saying instead!

Views: 5,766 – Social Shares: 230

Number 5. Top 10 Contact Centre Technology Awards – The Results

Every other year, we host our ‘Top Contact Centre Technology Awards’. Voted for by our readers, these awards take an impartial look at the best contact centre technology on the market.

We celebrated the 2014 results of our Top 10 Contact Centre Technology Awards.

Views: 6,119 – Social Shares: 370

Number 4. Top 50 Largest Contact Centres in the UK

We found we were regularly being asked “Which are the largest call centres in the UK?” – and so we did a bit of detective work to find out!

We listed the top 50 largest contact centres in the UK – as determined by number of agents.

Views: 6,213 – Social Shares: 47

Number 3. Top 10 Tips for Delivering Exceptional Customer Service

It is no secret that customers are becoming increasingly demanding – and that companies failing to meet their demands are falling by the wayside.

In this article, our readers revealed their top tips on how to deliver an exceptional customer experience.

Views: 11,044 – Social Shares: 134

Number 2. How to Measure Average Handling Time

Average Handling Time (AHT) is a key metric in any contact centre – even if the figures aren’t displayed on wallboards for everyone to see.

We explained why AHT is important and the formula for measuring it, as well as the factors that could distort it.

Views: 11,529 – Social Shares: 84

Number 1. A Quick Guide to the 0845 and 0870 Number Changes

In June 2014, it became illegal for anyone to provide an 0845, 0870 or similar number for a customer complaints line.

We offered practical advice on the changes your contact centre may need to make in order to comply with this new law.

Views: 14,001 – Social Shares: 198

What was your favourite story of 2014?

Let us know