CX Central Articles - Page 17 of 71 - Expert tips, insight, ideas and data!

5 Common barriers to team leader success in a call centre

5 Barriers to a Contact Centre Team Leaders Success

March 8, 2019 Last Updated: October 7, 2021
Daniel Ord

The Contact Centre Team Leader is arguably the toughest job in a call centre and these 5 common barriers are often holding them back from truly succeeding.

4 Ergonomics training tips to improve employee wellbeing in your call centre

4 Ergonomics training tips for the call centre to reduce absenteeism and turnover

March 4, 2019 Last Updated: November 19, 2019
Liz Kirk (PhD)

These simple ergonomics training tips will help improve your employee’s wellbeing in the call centre or office and will reduce injuries and lost work time.

Australians Intolerant to Poor Customer Service

February 28, 2019 Last Updated: December 1, 2019
Justin

RingCentral research shows Australia is the least tolerant country to poor customer service with six brands dropped a year as a result of a bad experience.

how to drive cx values and culture in your business

How to drive CX Values & Culture

February 27, 2019 Last Updated: July 28, 2020
Daniel Ord

Learn how to drive CX Values and culture across your business as Daniel Ord shares the lessons he learnt from running over 60 workshops for one client.

Calming Angry Customers in the Age of Rage

February 21, 2019 Last Updated: June 20, 2021
Jason Mallia

Disgruntled customers can be very damaging to your business so we look at some tips on how to calm angry customers in the age of rage.

3 Free Ways to Reward Your Call Centre Team

February 17, 2019 Last Updated: January 11, 2020
Jemma Martin

As customer service and workplace processes change, so must staff engagement and reward tactics – Here are 3 new ideas to reward your call centre team.

3 Tips for dealing with customer abuse when working in customer service

3 Ways to manage Customer Abuse

February 8, 2019 Last Updated: May 24, 2021
Niamh Reed

If you find yourself on the receiving end of an abusive customer we’ve got 3 tips on how to manage customer abuse that will help bring things to an end.

No more excuses for the poor phone experiences

No more excuses for the Poor Phone Channel Experiences

February 5, 2019 Last Updated: February 14, 2020
Charles Heunemann

With changes to technology and customer expectations, there is no longer any excuses for businesses providing poor phone channel experiences.

3 Tips for Employee Empowerment in Call Centres

Three tips for Employee Empowerment in Call Centres

February 1, 2019 Last Updated: November 17, 2019
Nichelle Dekeyzer

3 Tips on Nurturing Employee Empowerment in Call Centres a core driver in improving the customer experience and your employee’s experience.

The Challenges with First Contact Resolution in contact centres

First Contact Resolution Metric

January 28, 2019 Last Updated: April 29, 2021
Daniel Ord

It’s sold as a bit like a multi-vitamin that is a cure-all for everything, but there are some real challenges with using the first contact resolution metric

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