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…
5 Skills-Based Routing Secrets – Call Allocation Explained
Assigning the perfect agent to each and every call. Sounds great right? (more…)
17 Call Centre Best Practices: Training, Benchmarking, Efficiency
Looking for the latest and greatest contact centre trends you can use to improve interaction quality and increase overall productivity? (more…)
Call Centre Games: 14 Ideas To Boost Contact Centre Productivity
It’s not all about the tech. Sometimes, to really boost agent productivity, you’ve got to make things interesting, and get them engaging with each other on a regular basis. (more…)
27 Awesome Call Centre Metrics | Industry Standard KPIs
Measuring thousands of metrics is all well and good. But what’s the best way to use them to analyse your call centre performance? (more…)
Call Centre Scripting Best Practice: Is There A Better Way?
Scripts have been used in call centres for decades now, for very good reason. (more…)
