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People development

Lead Story

01 February 2012

Call Centre Focus is once again partnering with Hays Contact Centres to gain valuable insight into reward and recognition of contact centre staff. There are two short surveys to fill in, and the more people who complete them, the more valuable the survey will be.

Once all the answers have been collated, we will report on the findings and we will work with Hays to produce the annual salary and benefits guide. We really appreciate you taking the time to fill in the questionnaire.
 

Recruitment

11 October 2010

In the second of his series of articles for Call Centre Focus, Paul Cooper offers his top tips for recruiting the new breed of staff member you need to recruit for the new era of customer service.

As the most important issue by far in all successful organisations is people, recruitment is where it starts.
 Please click here for all Recruitment articles.

Training and coaching

16 December 2011

Steve Hemsley believes that a call centre agent’s voice is the key to how customers feel about contacting your brand. To get this right requires an investment in training and coaching. Here, he describes how and why to dip into the skills used by actors to make customers feel they are being cared for.
 Please click here for all Training and Coaching articles.

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Reward and recognition

12 January 2012

Regardless of whether or not you like video games, you must acknowledge their role in shaping the behaviours of the new generation of workers. To ignore their effect will be detrimental to your business, says Morgan Lynch. Indeed, gamification can be used to incentivise and motivate your contact centre employees and boost performance.
 Please click here for all Reaward and Recognition articles.

Career development

23 November 2011

Want to progress your career in call centre management? In a series of exclusive articles, Call Centre Focus will highlight the skills every ambitious contact centre professional needs. In this first article, Colin Gautrey presents his six top tips for business networking.

 Please click here for all Career Development articles.