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Articles - Staffing

Explore our range of resources on effective staffing strategies and tools for contact centres, to ensure the right agents are in place at the right time.

Top Tips for Improving Team Managers’ Leadership Skills

Five tips for reducing the strain of repeat calls

25 Tips to Help Your Staff to Stay Stress Free

Ten ideas you can deploy in less than an hour

First recognise the internal customer

How to Develop Leadership in the Contact Centre

Time to cheer up the contact centre

A photo of figures looking at a chart showing good results

5 Strategies for Improving your NPS Score

empty book

Training Cheat Sheet – Emotional Intelligence

How to Reduce Agent Time Spent on Data Entry

holding up book

Training Cheat Sheet – Effective Questioning

Strategies for developing and retaining talent in the contact centre

3 things to ensure you lead to high performance

10 tips to build loyalty amongst staff

A notebook and pen - training cheat sheet for handling difficult customers

Training Cheat Sheet – Handling Difficult Customers

learning computer

How to Encourage a Learning Culture in the Contact Centre

Ten tips for dealing with performance management

The Best Ways to Deal with Lunch and Tea Break Requests

How communication styles affect assertiveness

The Trials and Tribulations of Shift Swaps

Recorded Webinar: The Power of One in Call Centre Staffing

Five Ways to Share Good Customer Feedback with the Rest of the Team

5 tips to help manage an underperforming team

One big idea versus many small ideas with light bulbs

The Power of One

Genesys 5 Trendsetters in CX box

Editor's Pick

Thumbnail The Best Ways to Track Absence in the Contact Centre

The Best Ways to Track Absence in the Contact Centre

Thumbnail Contact Centre Predictions for 2025

Contact Centre Predictions for 2025

Thumbnail 10 Christmas Office Games to Motivate Your Team

10 Christmas Office Games to Motivate Your Team

Thumbnail Stop Doing These Stupid Things to Your Customers

Stop Doing These Stupid Things to Your Customers

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