workforce optimisation software
Gamification

Targets are good to know, advice on how to achieve them is priceless

Michelle Dinsmore | November 23, 2016

Over the last decade, the drive to ever increasing productivity has resulted in Workforce Optimisation becoming the mantra for thousands of contact centres across the world.

contact center quality management

To debate or not to debate, that is the question

Jaime Scott | November 18, 2016

Last week, I wrote a blog in response to an article in the The Guardian about the opening of a new contact centre in Salford staffed entirely by resting actors.

improve call centre customer service
Gamification

Are your agents about to sue you for mental abuse?

Jonny Bradshaw | November 11, 2016

What can be done to improve call centre absenteeism? This is the burning question that call centre management raises at every available opportunity.

White Papers & Guides

The Team Leader’s Guide to Motivating Disengaged Agents

A guide for call centre Team Leaders and Managers who want to address attrition and disengagement amongst their teams

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More Useful Guides and Resources
call center management software

To be professional, or not to be professional? That is the question

Jaime Scott | November 4, 2016

A recent article in the Guardian reported on the launch of a new call centre in Salford that will be staffed entirely by ‘resting’ actors.

call centre agent management and motivation

Why nuisance calls are an even bigger nuisance for the call centre industry

Reg Dutton | October 31, 2016

It’s early evening, you’re just winding down after a hard day, and the phone rings.

Voice of the customer VoC call centre contact centre

Why the Voice of the Customer is crying out to be heard

Jaime Scott | October 19, 2016

“If my call is so ****ing important, why are you keeping me waiting!”

call centre contact centre customer survey

Customer loyalty, can you put a price on it?

Jaime Scott | October 14, 2016

Bill Gates once famously said: “Your most unhappy customers are your greatest source of learning.”

call centre management software

Zen and the art of dealing with difficult people.

Jaime Scott | October 7, 2016

We’ve all been there. Someone has a go at you, or says something that upsets you, and the resultant feelings of upset and anger just won’t go away.

Empty Call Centre

The end of the call centre as we know it

Jaime Scott | September 26, 2016

Imagine your call centre; completely devoid of people, with row upon row of empty desks populated only by dead terminals and dusty headsets.

The rise of the call centre super-agents

Jaime Scott | September 5, 2016

Can your agents can minimise costly repeat contacts, reduce damaging customer churn, and focus on providing an emotionally rich customer experience?

call centre agent coaching tips

Which style of call centre manager are you?

Jaime Scott | August 30, 2016

As a call centre manager, it's natural to want to understand how you can be at the top of your game. Whether you want that promotion, or just want to be recognised as being great at what you do, a lot of the time it takes developing and honing a management style that works for you.

What does the call centre of the near-future look like?

Jaime Scott | August 22, 2016

When it comes to digital transformation, the call centre has already come a long way, but is a shiny self-service portal enough to meet customer’s growing needs?

Demotivated millennials are killing call centre productivity

Jaime Scott | August 16, 2016

Improving call centre productivity has always been a common challenge, but a recent influx of ‘the millennial generation’ into the workplace means managers need to find out exactly what this means for staff motivation.

call center management
Key Performance Indicators

Do call center management and agents speak the same language?

Jaime Scott | August 8, 2016

Communication is one of the factors of call center management that has the greatest impact on an agent’s performance. Can your team leaders have conversations with agents that really drive home the aspects about their performance and behaviour that require improvement?

call centre spreadsheets confusion
Key Performance Indicators

Are call centre spreadsheets giving team leaders a headache?

Jaime Scott | July 31, 2016

A vast spreadsheet packed full of perplexing data ins't always helpful. Team leaders need to be able to focus on what really matters at a single glance, using relevant data presented in an insightful and engaging way.

Are call centre surveys most effective when agent offered or automated?

Jaime Scott | July 29, 2016

What are the pros and cons of agent offered surveys? One of the biggest fears of getting the agent involved when offering surveys is what’s known as ‘cherry picking’. In reality, it's not as big a a problem as people tend to believe.

call center metrics
Key Performance Indicators

What story do call center metrics tell about your business?

Jaime Scott | July 26, 2016

Call centres today handle literally millions of calls. Now add the rise of multichannel capabilities and the huge upsurge in digital technologies and it’s no wonder that businesses of all sizes are now producing data by the terabyte. But what can all this data tell us about the call centre?

Agent unhappiness costs call centres £2.3 billion a year

Ali Zaman | July 19, 2016

Almost everyone has had a poor or experience with a call centre at some point. Many of the UK's biggest brands struggle with providing a great and consistent standard of customer service, which isn’t surprising when we remind ourselves that call centre staff are typically faced with low pay, high stress, and little job satisfaction.

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