Call Centre Reporting | Top Metrics And Analytics Best Practice
As a contact centre manager, reporting is one of the most important things to get right. However, it’s also one of the most difficult. In this guide, we’ve explained call…
How To Use Call Centre Data To Improve Your Customer Experience
As a business, your call centre can make or break your sales funnel or your customer experience. Agents answer inquiries, make sales and address concerns, but they are also a…
How To Handle Sales Objections | 7 Objection Handling Tactics
In sales, it can be easy to fall into the trap of focusing too hard on closing the deal, rather than anticipating potential objections. A failure to prepare for sales…
7 Call Centre Technology Trends You Need To Know (2021)
Contact centre technology never stops evolving. In the past decade in particular, the rate of technological change has accelerated – especially as call centres begin to take advantage of artificial…
Call Centre PCI Compliance: Explained | How To Get Compliant
As a contact centre manager, you’re probably well aware of the importance of being PCI compliant. PCI compliance is no longer a nice to have – it’s a basic requirement…
Call Centre Forecasting: Explained | How To Predict Staff Needs
Forecasting is one of the most important parts of your job as a call centre manager. However, it’s also one of the most difficult things to get right. Often, there…
10 Tips To Improve Outbound Sales Performance (B2B & B2C)
To make your offer stand out from the crowd, you need to go above and beyond the status quo with your selling efforts. COVID-19 has made the sales environment more…
How To Solve 5 Common Inbound Call Centre Issues
The truth is, despite the rising popularity of social media support and online ticketing platforms, customers still like to pick up the phone to reach your customer service team. (more…)
5 Cognitive Psychology Hacks For A Winning Call Centre Script
Whether you’re calling fresh records for the first time, or attempting to re-engage previous customers, writing scripts for your team to call off is always a difficult task. (more…)
University Fundraising Strategy – 11 Best Practice Examples
If you lead an alumni engagement team for a college or university, one of your main responsibilities is probably raising money to help support the institution. (more…)