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.