Translate

Call Centre Questions

How can I Give Refresher Training?

Empathy in wooden blocks

Handling Customers Bereavement and Empathy

building blocks

Does Your Contact Centre Need a “Colleague Experience Manager”?

Service level gauge

Service Level Threshold Calculations

Lifespan written on wooden blocks with a clock above it

What Is the Average Lifespan of a Call Centre Agent?

emails on computer

Targets for Email AHT

Laptop with calculator on screen.

Agents FTE In Call Centre Helper Excel Calc Jumps

circles and one red block

How Do We Deal With Outliers Affecting AHT?

Calculate FTE Needed Per Hour and Create Shifts

Clock with clocks in centre

Time Back for Advisors Stuck On Calls?

Holiday Allowance – How Many Off?

Cooperation and collaboration of teams

WFM Analysts to Staff Ratio

Customer service vs customer experience

What Is the Difference Between Customer Experience and Customer Service?

How do I Lead my Team Successfully?

How do I… deal with counter offers?

Introduction – What is a Call Centre?

Business man pushing large stone up to hill , Business challenges concept

What Are the Most Common Challenges in Contact Centre Management?

cough on computer

Coughing When On Call With Customer By Call Centre Agent

Thinking Concept Am I Wrong

Team Leader – Am I Wrong?

convince yes no

I Need Some Tips to Improve Agents Convincing Skills?

Percentages Hanging

Percentage Calls Answered

Annual Leave concept

Annual Leave and Capacity

Compare concept

How Do You Compare Productivity Across Channels?

wearing mask

Mask Use In Contact Centres