Call Centre Resource Hub

Teams looking for set-up advice should take a look at this blog post. It’s for those wondering how to start a call centre, and covers everything from call centre history, to what a call centre really is and why it’s so important. Plus some tips and tricks for a successful call centre.

Learn what makes a good call centre, and check out the credentials of 50 of the UK’s top centres including Sykes, Bosch, Konecta, Conduent, and many more.

This blog post will help you identify some of the most common factors holding teams back, from conflicting priorities to having too many tools. Did you know that employee dissatisfaction in call centres is rife and staff turnover is around 26% per annum?

For businesses already running a call centre of their own, it’s likely that your agents have had one or two angry callers in their time. Learn about what angry callers could be costing your business and how to establish an angry caller policy in your call centre.

Sometimes call centre agents are required to cold-call prospective clients. In this case, they will need a great script that offers all the necessary product information and builds rapport with the client. Cold-calling has a success rate of just 2%, and that’s because most cold callers aren’t equipped with the proper script. Check out this comprehensive handbook for free templates, tips, and techniques.

Everything they need to know about working in a call centre: Whilst picking up some tips and tricks along the way, you’ll also learn about the skills needed to be a successful agent, typical call centre working hours, and a standard day in the office.

Working as a call centre agent can be stressful. Call centre workers have to work reactively, in real-time, to solve their caller’s problems. They never know what they’ll face next. As such, it’s important that employers help their agents out. This blog identifies risk factors for stress and provides helpful tips for reducing it.

The stress of rude or unpleasant customers sometimes gets too much for call centre agents. Call avoidance is the term used to describe the purposeful neglect of calls. This guide covers everything from what it is, to how to prevent it with a call avoidance strategy.

Learn about the importance of flexibility to your contact centre. From lessons of the past to flexibility as a necessity, you’ll learn how moving communications to the cloud can improve overall service level and open up a wealth of new possibilities.

Today’s consumers don’t want to wait around. Swift responses are essential to delivering the kind of customer experience expected of modern businesses. Learn how a cloud contact centre helps enable the speediest of replies for your customers.

Get ready to take your contact centre remote with the cloud. Learn how a cloud contact centre could help your business facilitate remote staffing. Delve into the five ways CCaaS (Contact Centre as a Service) can help businesses respond to current demand.

Learn about operational flexibility, improved employee and customer experience, interactive channels, cost savings, and more. Everything you need to know about how the cloud gives businesses that competitive edge.

Think a cloud-based contact centre might be right for your business? Learn about the five most important factors that make up a cloud contact centre. Security and reliability, omnichannel engagement, real-time analytics and reporting, flexibility, and remote support.

Contact Centre as a Service, or CCaaS, offer some major enterprise benefits. Transitioning to the cloud promises a better customer experience, a better agent experience, cost savings, scalability, and live reporting. Learn how to adopt this new customer-centric approach in your own business.

Find out how hiring remote call centre agents could help you optimise your call centre management practices and enhance productivity.

Learn how to use analytics and reporting to empower remote agents and how to ensure quality management with precision scheduling.

This resource covers every facet of workforce management from forecasting to scheduling, shift patterns, and continuity planning. Did you know that in 2019, 67.4% of contact centres still used spreadsheets to schedule their staff?

With home-working becoming commonplace it’s essential that managers know how to optimise their home worker’s outputs. Learn how to optimise for flexibility and productivity, and revise some best practices to nurture your work-from-home agents.

Learn how to recognise what your employees need and enable them to deliver the best customer service possible. You’ll learn how to equip and empower your team for success.

Discover why it’s so important for customer experience leaders to be contact centre experts as well.

This resource covers the importance of remote resource planning in the wake of COVID-19. At the outbreak of the pandemic, only 12% of businesses felt completely prepared. So what can we do going forward?

Branching out into remote management? Learn what hardware and software is required to remote manage a cloud-based contact centre.

If you have contact centre agents working from home it’s essential to come up with strategies to enable maximum productivity. Read about the importance of autonomy, collaboration, engagement, analytics, and reporting for empowered teams.

If you’re still not quite sure if mobilising a remote team is right for your business, this resource offers an in-depth breakdown of cloud-based platform benefits.

Read about company culture, technology, productivity tips, gamification, and more to get your own employee engagement strategy moving in the right direction.

If your customer service team has struggled to keep up with customer service demands recently, don’t fret. Learn how to minimise peaks in volume before they happen.

Here you’ll find tips and tricks to reduce call centre demand and the pressure on contact centre agents. Think self-service customer programs, chatbots and much, much more.

Find everything you need to know about the role of AI, automation and digital self-service in contact centres. Did you know that chatbots can aid handle time and cut costs by up to 30%?