Here are our most popular articles of 2016.
The modern contact centre is always developing, and you need to adapt to keep up. Here are ten ideas to help you improve.
Views: 4,198 – Social Shares: 308
Here are 4 interview questions with example answers you can add to your recruitment process to help identify your next customer service star.
Views: 4,304 – Social Shares: 43
Here are some ideas we picked up from visiting the LEGO contact centre in Slough.
Views: 4,424 – Social Shares: 720
It’s important to recognise the hard work your agents put in. Here are ten ways to show them that they are appreciated.
Views: 4,438 – Social Shares: 132
Here are ten goals we believe every contact centre should be working towards to maintain a happy and productive workplace.
Views: 5,029 – Social Shares: 317
If you ask 12 contact centre planners for what is included in a shrinkage calculation you will probably get over 10 different answers.
Views: 6,300 – Social Shares: 236
Here are some great ideas to help improve morale in your contact centre.
Views: 6,357 – Social Shares: 113
Here are some small changes you can make to help improve your agents’ day-to-day happiness on the contact centre floor.
Views: 7,172 – Social Shares: 160
We reveal 12 steps to improve the letters you send out to customers.
Views: 8,740 – Social Shares: 36
Here are some great words and phrases to use the next time you’re faced with an unhappy customer or need to put someone on hold.
Views: 13,928 – Social Shares: 189
Some of the social shares may have changed due to coding changes.
What was your favourite story of 2016?
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