Call Centre Occupancy Rate & Excel Formula | Occupancy Explained

on 11-Feb-2019 09:26:48

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

Tom Paton

on 17-Jan-2019 07:34:58

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

Tom Paton

on 17-Jan-2019 06:25:33

What makes a perfect contact centre agent? (more…)

Outbound Marketing: 5 Secrets/Strategies To Maximise ROI

Tom Paton

on 14-Jan-2019 10:46:07

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

Tom Paton

on 14-Jan-2019 09:56:44

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

Tom Paton

on 10-Dec-2018 06:33:27

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

Tom Paton

on 08-Nov-2018 08:53:50

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…

5 Skills-Based Routing Secrets – Call Allocation Explained

Tom Paton

on 05-Nov-2018 10:06:14

Assigning the perfect agent to each and every call. Sounds great right? (more…)

17 Call Centre Best Practices: Training, Benchmarking, Efficiency

Tom Paton

on 22-Oct-2018 05:20:22

Looking for the latest and greatest contact centre trends you can use to improve interaction quality and increase overall productivity? (more…)

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