3 Tips for setting goals to be successful

3 Tips for Successful Goal Setting

Follow these three steps to successful goal setting and don’t waste another year setting goals you will never achieve – make yours happen this year!

The hidden dangers of call centre upselling

The hidden dangers of call centre upselling

Call centre upselling can be an addiction for some businesses. After all, they’ve got a customer on the phone so why not try an extract as much revenue as possible from them? But is it coming at a cost to both staff members and customer retention?

Using Failure Demand theory in your call centre

Failure Demand | The curse of the modern day contact centre?

If your volume of inbound contacts are increasing and your budgets are shrinking its inevitable you will end up with long wait times and frustrated customers. Find out why managing Failure Demand is one of the greatest levers for improving performance for your call centre.


Why multi-tasking is not productive

What has Tom Cruise got to do with multi-tasking? Turns out Tom is at the very core of a lesson learnt by Daniel Ord on why multi-tasking is not productive when it comes to a call centre as agents try to juggle phone calls, emails, texts, live chat and more!

The false economy of customer retention

The false economy of Customer Retention

Customer Retention is a tactic widely used by companies across the globe but is it just a false economy that actually creates disloyalty with customers?

the truth about employee engagement in call centres
Employee Engagement

The real truth about employee engagement

The truth about employee engagement in your workplace is that it takes more than just having a staff engagement policy for it to work. But what role is responsible? More often than not its the team leader but are they equipped to improve it?

The call centre industry's dark secret

The call centre industry’s dark secret

We spill the beans on the call centre industry’s dark secret – and it’s an area we can all improve on if we are truly going to progress as an industry.