The Top Stories of 2021


top stories in books

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2021 has been another year when we’ve been privileged to share hundreds of articles with you, with lots of great ideas to help boost your contact centre’s performance.

Here are the top ten stories, according to page views, that we’ve published in 2021. Enjoy!

1. 32 Call Centre Memes

Meme Showing a Man Laughing when a University Graduate says that they will only be working on the call centre for a few months

We share a set of call centre memes for advisors and managers that might just be a little too relatable.

Views: 4,766

32 Call Centre Memes

2. How to Deliver Bad News to a Customer

A photo of a bad news headline

We share a tried-and-tested method of delivering bad news to a customer.

Views: 4,735

How to Deliver Bad News to a Customer

3. How to Deal With a Customer Who Can’t Stop Talking

A picture of a talkative cartoon

We investigate how to deal with talkative customers in the contact centre, while still providing excellent customer service.

Views: 4,601

How to Deal With a Customer Who Can’t Stop Talking

4. Dealing With COVID-Fatigue in the Contact Centre

A picture of someone that is too tired to work

Our panel of experts share their top tips for helping your team to overcome COVID-fatigue in the contact centre.

Views: 4,086

Dealing With COVID-Fatigue in the Contact Centre

5. How to Write a Call Centre Business Plan

A picture of a call centre

We investigate what should be included in a call centre business plan and highlight some of the key fundamentals.

Views: 3,922

How to Write a Call Centre Business Plan

6. Making Your Customer Service Writing Simple, Friendly and Personal

A photo of someone thinking about what to write

We investigate how you can improve the quality of your customer service writing, making it simple, friendly and personal.

Views: 3,513

Making Your Customer Service Writing Simple, Friendly and Personal

7. 50 Staff Engagement Ideas to Motivate Your Team

A picture of someone raising their arms in joy

We present a collection of quick ideas to improve staff engagement and motivation in the contact centre.

Views: 2,697

50 Staff Engagement Ideas to Motivate Your Team

8. How to Prepare Agents for Team Leader Roles

A photo of a person releasing an eagle

We present some interesting ideas for how you can better prepare contact centre agents for team leadership positions.

Views: 2,471

How to Prepare Agents for Team Leader Roles

9. 28 Brilliant Hacks to Improve Contact Centre Efficiency

A picture using paper planes to demonstrate efficiency

Our panel of experts share some great ideas for driving up efficiency in the contact centre.

Views: 2,437

28 Brilliant Hacks to Improve Contact Centre Efficiency

10. 19 Golden Rules for Call Monitoring

A photo of a remote call centre worker

Our panel of experts share some great advice for improving call monitoring and taking contact centre quality assurance (QA) to the next level.

Views: 2,335

19 Golden Rules for Call Monitoring

We hope that you found each of these stories, and all of the others published throughout the year, informative and that you were able to implement some of these ideas in your contact centre.

But stay tuned, as we look to create even more great articles in 2022. And remember to subscribe to our newsletter if you don’t want to miss out!

Viewing stats and social shares are accurate as of the 13th December 2021.

Published On: 22nd Dec 2021
Read more about - Call Centre Management,


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