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CX for Contact Centres - A Practical Guide

CX for Contact Centres - A Practical Guide

Customer experience (CX) is often classified as an intangible concept; a concept from which it can be difficult to extract..

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5 Tips to Boost Contact Centre Efficiency

5 Tips to Boost Contact Centre Efficiency

In our fast-paced world, first impressions matter and they have a big impact when dealing with customers. You only have one..

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How to Design and Build an Effective QA Scorecard

How to Design and Build an Effective QA Scorecard

Every call centre has a different mission. Most fall into two categories, those that are focused on sales or lead generation,..

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4 Tips for Improving the CX in Your Call Centre

4 Tips for Improving the CX in Your Call Centre

The customer experience (CX) has become a centralised focus on creating a reputable and memorable brand and this especially..

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9 Habits of Highly Effective Call Centre Managers

9 Habits of Highly Effective Call Centre Managers

The life of a call centre manager can be challenging. You’ve got an entire team of people who must perform well under pressure..

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What Does Quality Monitoring Mean in a Call Centre?

What Does Quality Monitoring Mean in a Call Centre?

Every customer service contact centre has the same message for callers: “For quality and training purposes, this call may be..

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Developing Soft Skills in Call Centre Agents

Developing Soft Skills in Call Centre Agents

In parts one and two of this series, we’ve looked at Soft Skills as a Predictor of Call Centre Agent Performance and Assessing..

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How to Assess Soft Skills in the Call Centre Agent Hiring Process

How to Assess Soft Skills in the Call Centre Agent Hiring Process

To be successful in a call centre environment, agents must be able to deal with a high volume of frequently angry customers...

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