Here are our most popular articles of 2015.
We shared some simple exercises you could try to help get everyone in your contact centre moving – even between calls!
The exercises could be carried out individually between calls, during a designated “team exercise break”, or as an organised activity before the first call of the day.
Views: 4,672 – Social Shares: 526
In this article we looked at how to calculate call abandonment rate in the contact centre.
Views: 4,675 – Social Shares: 120
We shared five red flags that suggest an agent just doesn’t care any more.
Views: 4,731 – Social Shares: 23
Our readers shared their debates on the use of mobile phones on the contact centre floor.
Views: 4,776 – Social Shares: 129
We shared some examples of silly rules in your contact centre. This leads you on to being able to improve employee engagement.
Views: 5,052 – Social Shares: 57
Our readers shared their tips on how to reduce your AHT.
Views: 5,250 – Social Shares: 85
To help with your call centre planning we developed a free forecasting template in Excel.
Views: 7,655 – Social Shares: 141
In this article we looked at the best methods to measure and calculate service level.
Views: 9,307 – Social Shares: 61
Through a series of real-life examples, we revealed the mistakes you should avoid when writing your next customer service letter.
Views: 13,543 – Social Shares: 58
To create a great customer experience in your contact centre we shared even more positive words and phrases.
Views: 15,475 – Social Shares: 157
All social shares exclude Twitter as this information is no longer available.
What was your favourite story of 2015?
Let us know