How to Improve Call Control Skills
Charlie Mitchell shares insights and explores lots of useful skills that will enable advisors to better control calls in the…
Read More…
How to Identify and Manage Toxic Employees
Have you ever worked somewhere that you just knew was a toxic environment? Or worked with someone who you thought…
Read More…
Podcast – The Essential Customer Service Skills and How to Develop Them
Kim Ellis, a Contact Centre Training Consultant, discusses the keys to improving skills like empathy, active listening and knowledgeability in…
Read More…
Recorded Webinar: Contact Centre Coaching and Training Exercises
Do you want to create fun ways for your advisors to learn? Of course, you do! Fortunately, this webinar will…
Read More…
10 Ways to Improve Employee Engagement
We always talk about “customer experience” and how getting that right can transform your business for the better.
Read More…
How Real-Time Coaching Improves Agent Effectiveness
Contact centres are constantly looking for ways to maximise the potential of agent-customer conversations and create positive experiences. Good coaching…
Read More…
7 Key Ways to Lower Average Handling Time
When Average Handling Time (AHT) decreases, so does your workload capacity, meaning that the number of advisors you need to…
Read More…
Has 2020 been the final nail in the coffin for classroom training?
I don’t know about you, but I love delivering classroom training. You can’t beat the level of interaction that you…
Read More…
I’m leaving…ok bye!
Not me but it got me thinking, with all this home working looking like it is going to be more…
Read More…