3 Tips for setting goals to be successful
Executives

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
Executives

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
Executives

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.

The future of CX and six facts you must know
Executives

6 facts about the future of CX

After spending an evening with the world famous Don Peppers talking about the future of CX, there are 6 indisputable facts every CX manager should know.

Executives

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 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?