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How to Motivate Remote Customer Support Teams

By Reg Dutton | 8 Apr 2020
Working remotely as a customer support team has its own unique challenges from being office based. However, neither your agents nor your customers need to suffer. Not all team leaders will have experience in managing a team that's in a different...
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How to ensure your QA programme really works

By Reg Dutton | 31 Mar 2020
Having an effective QA programme is essential for any scaling business but how do you ensure that it really works? In this blog, we look in detail at how you can ensure that your QA framework is working as effectively as possible. - What is...
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6 Common Challenges with Calibration and how to overcome them.

By Reg Dutton | 11 Jan 2019
Welcome to the first Webinar of 2019 as our ongoing Webinar Wednesdays series continues.  
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The Ultimate Guide To Call Centre Quality Assurance

By Reg Dutton | 30 Sep 2017
According to Microsoft’s Global State of Multichannel Customer Service Report 2017, an eye-watering 97% of consumers say that customer service is crucial to retaining their loyalty.
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Resistance is futile: the impact of bad change management on the call centre.

By Reg Dutton | 29 Feb 2016
Drastic change can be one of the most disruptive things to operations and performance in the call centre. Over time, both processes and software can become outdated and ineffective - but due to employee resistance to change, things only change when...
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Agent Attrition: The real reasons why call centre agents quit...

By Reg Dutton | 18 Jan 2016
Every contact centre has an array of challenges to face week in, week out. Whether management are battling to improve efficiency, reduce call handling times or simply better the customer experience, there’s always something to tackle.
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