Call Centre Process Improvement – Strategies/Ideas To Lift Efficiency
Doing the same things you’re already doing – but more efficiently. Sounds easy, right? (more…)
Not For Profit Marketing: Examples And Ideas To Build Your Brand
For-profit organisations are reaping the rewards of inbound and outbound marketing. So how can you do the same as a not-for-profit? (more…)
Call Centre Recruitment Tips & Tricks – Get The Perfect Agents
Finding the right people for your call centre can prove daunting, especially if you’ve just been tasked with hiring replacements on short notice. (more…)
Call Centre Occupancy Rate & Excel Formula | Occupancy Explained
Occupancy is an incredibly important contact centre metric. Dead time, when agents aren’t making, previewing, or wrapping calls, can get incredibly expensive. Minimising it can be one of the most…
11 Examples Of Customer Experience Strategy Best Practice
It’s all well and good to want to have an awesome customer experience (CX). But as you’ve probably realised by now, you’ve got to actually have strategies in place which…
14 Essential Call Centre Skills For Agents – What To Look For
What makes a perfect contact centre agent? (more…)
Outbound Marketing: 5 Secrets/Strategies To Maximise ROI
Outbound marketinghas had its name dragged through the mud for quite a while now. HubSpot has stated that marketers should spend as little as 10% of their time on outbound…
Call Centre Training Guide: Tips & Techniques To Get The Best Results
Being an effective trainer is probably the closest thing you can have to a superpower as a contact centre manager. (more…)
Virtual Call Centres: Pros & Cons & How To Achieve Awesome Results
COVID-19 UPDATE Many call centres are now transitioning to a work-from-home model as a matter of urgency in light of the Coronavirus crisis. Here at contactSPACE, we’ve helped a number…
Do Not Call Register: Everything You Need To Know As A Consumer
Unsolicited telemarketing can get real annoying, real fast. If your number happens to end up on one of those widely-distributed lists that these organisations use, you could be in for…