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Personal development

Are you focused on your career?

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.
26 October 2011
Gavin Miller examines whether organisations are missing a trick by not trusting contact centre agents to take more control over communications with customers. Allowing frontline workers to engage with customers more freely, he argues, might just give your company a competitive advantage. And in the brave new world of social media, you can’t afford to ignore the places where your customers can be found.
24 October 2011
In today’s service driven economy, it is the employees who are the key to success . Organisations that successfully attract and retain talented individuals, who are engaged at work, will reap the benefits of a more motivated workforce, increased productivity and better customer service. Pam Lindsay-Dunn reveals how the industry has changed and how employers can secure top talent.
05 October 2011
Recent coverage of Manchester City striker Carlos Tevez refusing to go out and work for his team may have got you wondering what on earth you would do if one of your employees simply downed tools in reaction to a perceived slight.

Employee law specialist Susan Evans discusses potential tactics.
25 July 2011
Just been promoted? If you're now a manager, it's important to be as effective as possible in your first 100 days. Garrette O'Keefe reveals the seven deady sins newly appointed bosses should avoid at all costs.

Starting in a new senior role is a highly pressurised time and it is crucial that bosses put in place a proper plan with clearly defined objectives for their first 100 days and beyond.
10 August 2010
Sahar Hashemi is founder of Coffee Republic and is a highly successful entrepreneur - she has been named as one of the five most influential Britons. Here, she offers her ten top tips to revitalise your life at work, get ahead, and become indespensible.
19 September 2009
Call centre executives often choose a role in the customer service industry by chance. But, says Sue Cook, perhaps its time to regain control of your career.
18 September 2009
So you've got through the application stage, but how do you make sure youre offered the job? Sue Cook gives some hints on how to be as smart as your suit.
18 September 2009
Communication makes call centres tick, yet many staff find presenting to colleagues a ghastly affair. Chris Davidson shows how to get the message across.
18 September 2009
Many business people have a love/hate relationship with journalists, says Peter Bartram , but how do you make a press interview go your way? With careful planning you can develop fruitful and constructive relationships with journalists.