Discover sneaky tricks call centre agents use to avoid calls and learn effective ..
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In this piece, we explore the Data Protection Act, focusing on telephone call re ..
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We explore the key roles in a call centre, offering detailed job descriptions fo ..
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Find out how to calculate call abandonment rate in your contact centre, with the ..
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For more information on this podcast, or alternative ways to listen, visit Podca ..
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We introduce call disposition codes, before sharing how they are best used in th ..
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An efficient call center operation hinges on the ability of management to identi ..
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Thanks to who stepped up to the challenge and really did get their creative j ..
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Our panel of experts take us through the basics of call routing, including its b ..
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Paul Weald answers the question what is a call centre, explains what separates i ..
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Carolyn Blunt shares some ideas of how to reduce after call work. Wrap time, aft ..
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It’s simple to throw technology or people at the challenge of managing call-ba ..
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Call avoidance in call centres is a common issue. It mostly happens because call ..
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Introduction During their job interview your agents will have said that they are ..
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From simple one liners to more complex anecdotes, here is our selection of funny ..
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We asked a number of journalists to find out what working in a call centre envir ..
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Colours In A Call Center As I sit here watching the facilities manager paint the ..
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Date: 19 – 20 November 2025 Location: London Register Now Customer expecta ..
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ACD ‘call In Queue’ Announcements We currently play a message to any ..
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Many customers who are dissatisfied with the level of service ask call centre ag ..
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Call centre average handle time, or AHT, is one of the most important metrics to ..
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What Is After-Call Work? After-call work (ACW) describes the actions an agent ne ..
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Coughing When On Call With Customer By Call Centre Agent Coughing when on call w ..
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In this article, we look at the UK’s “do not call” list and explain wh ..
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Typical Outbound Call Centres Debt Recovery and Collections Severn Trent Water S ..
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The call centre is an essential function for any business that requires a reliab ..
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Dave Salisbury shares his advice for running a great call monitoring programme i ..
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Dick Bourke of Scorebuddy shares 11 key insights into how you can improve your c ..
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Customer complaints about queues are a perennial issue for contact centres. Suze ..
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Opening hours are a vital part of the success of a call centre. Call centres tha ..
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Recruiting the right people for your call centre revolves around so much more th ..
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What Should We Call Our Front Line Staff I was at a great seminar yesterday run ..
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Few things are more frustrating for customers than getting stuck in a lengthy ca ..
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Nuno Brito at Talkdesk explores the best practices, software features, and metri ..
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The Call & Contact Centre Expo 2022 will be taking place on 22–23 November ..
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We have compiled a list of what not to miss at The Call & Contact Centre Expo 20 ..
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Elisabeth De Longeaux at Odigo explains how outbound calls can be a great way fo ..
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It’s well known that the phone is one of the most frustrating customer service ..
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The Future of Call Centre Work As companies continue to adjust to social distanc ..
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Call avoidance is a common problem in the contact centre world and, if we’re b ..
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Rene van Popering at Contexta360 outlines four thought-provoking ways to reduce ..
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Celia Cerdeira at Talkdesk explains how call centre routing is a crucial technol ..
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AO.com just picked up the Call North West medium (100-400 people) call centre of ..
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After-call work includes all tasks which require completion once your contact ce ..
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Celia Cerdeira at Talkdesk explains that your phone support teams are a crucial ..
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