Join the webinar to hear how and when to use average handling time to manage your contact centre performance.
It is important to focus on getting the right person at the right time when introducing projects or unexpected change. This article discusses some of the issues in recruitment and the benefits that an Interim Manager can bring.
Contact Centres are often thought to be failing when in reality it is much wider issues causing a problem. Take a look at this article recently published in Call Centre…
The drive for efficient Contact Centres. The focus for many organisations over recent years has been operational efficiency. This is often delivered through reducing the live interactional time between customers…
A discussion about a Contact Centre Performance Improvement project went back to basics to deliver a quick recovery enabling the development of an organisation wide Contact Centre Strategy.
The role of a Customer Service Manager is challenging but particularly so at the moment. Support Plus is a unique service that provides support for Managers through an understanding of the issues that they face.
In this Call Centre Helper article, Martin Jukes discusses considerations in How to Write a Call Centre Business Plan including the objectives, the factors involved in design and the importance of taking a business wide strategic approach to ensuring that the final service represents your brand and values.
How to design and set up a new contact centre
In a recent article I discussed some of the issues arising from Homeworking and how it is great for some but not so easy for others. The question as organisations…
Is Homeworking the real future for Contact Centres and what are the implications of this approach.