Articles with 'Knowledge Management'

December 27, 2024

Guide to Knowledge Management Systems

September 28, 2016 Last Updated: July 23, 2021
Justin Tippett

The complete guide to Knowledge Management Systems will help explain the benefits of a KMS to improve your call centre efficiency, the customer experience and staff satisfaction! We cover all the common questions and answers about one of the most critical components in a modern call centre.

The hidden costs of call centre hold time

February 8, 2015 Last Updated: August 10, 2021
Chris Lawson

With human labour accounting for ~70% of call centre costs, reducing call centre hold time will decrease costs and improve the CX for your customers.

Does using overseas call centres really matter?

August 22, 2017 Last Updated: March 11, 2021

Does a call centre location really matter for customers or for businesses? We look into the key success factors using offshore call centres.
Best Practice Tips to Engage Call Centre Staff

September 19, 2016 Last Updated: June 21, 2021

We share 13 expert tips on how to engage call centre staff that involves more than just movie tickets and free fruit platters.

10 reasons why Managers should be friends with their staff

April 27, 2017 Last Updated: July 15, 2020
How to drive CX Values & Culture

February 27, 2019 Last Updated: July 28, 2020
How to create a fun call centre

November 10, 2020 Last Updated: May 10, 2021