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06/12/2007 United Nations
04/12/2007 Letter of the law Managing such a labour-intensive business as a call centre means you have a great deal of legislation to consider. Legal director Jagvinder Kang and solicitor Jackie Holden offer advice on the main legalities...
22/09/2007 Training is just a click away
22/09/2007 Weapons of choice
22/09/2007 Employee wellbeing: are you enlightened?
22/09/2007 Call centre collective
22/09/2007 Industry giants
22/09/2007 How much is enough
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Tricia Bracher explores how implementing an online teaching module can complement your existing programme by offering agents the chance to learn during quiet times on the calling floor.
Could the latest weaponry in the battle against staff attrition really lie in the recruitment process? At times, being a call centre manager can feel like being a general in the army...
If your CSRs are happier within their role, says Alex Blyth, then customer satisfaction will also increase at a rate of two to one. That’s why agent wellbeing should matter to anyone who runs a call centre.
The relationship between contact centres and unions can be fraught. However, as Paul Golden discovers, compromise can be an advantage for all concerned.
It’s official: women are walking tall in call centres. Steven Douglas explains why this industry is one of the most progressive in the UK for female workers.
The importance of recognition in business cannot be underestimated. James West learns that incentives can even help fix some common contact centre ills.