Blog

What Does a Great Call Centre Culture Look Like?

A great working culture can be the tipping point between success and failure for your call centre, ensuring your employees are fulfilled and productive. Your culture also plays a key role in attracting top talent. Building a culture that inspires and unites the team happens with every decision made in regards to hiring and in →

---

Call Centre Interview Questions – Hire Humans that Beat the Bots.

There’s only one kind of dance, the robot And the robo-boogey Oh and the ro, two kind of dances But there are no more humans Finally robotic beings rule the world Flight Of The Conchords – Robots The robots are here. Well, technically, they have been here a while, but they are really becoming the →

---

Call Centre Management – creating a team out of strangers.

The nature of call centre jobs can be transient. Sometimes it’s because agents don’t like the work, don’t think it pays enough, or maybe it’s because the job is a stop gap before moving on to something different. If you’re a Call Centre Manager, you’ll be replacing your team members at a scary rate each →

---

Is motivating your Call Center Staff a full time job?

If you’re a Call Center Manager, you probably spend a fair bit of time wondering why your employees leave, how to get them to stay longer, and ideally how you can get them to.. wait for it.. enjoy what they’re doing. I’m not going to sugar coat it- it can be hard yakka, especially in →

---

Remote Working – the pathway to happy and motivated employees.

Every manager’s goal is Productivity. That’s a capital P because expectations about what we believe staff should be able to deliver are getting higher. Work needs to be accurate, relevant and memorable…. and did I mention we want it NOW? The struggle is real, both in and out of the office. Productivity comes from happy, →

---

360 degree view- understanding the customer journey

“Customer service is the new marketing.” – Derek Sivers, CD Baby A 360 degree view of a customer is something that is used by a lot of organisations in a lot of different ways. Put simply, it is looking at the customer as an individual, and over time, and the customer journey. How they interact →

---

Podcast – the Psychology of a High Performing Sales Team

I had the opportunity to give an interview to the Australian Podcast Network recently, answering some questions on the Psychology of a High Performing Sales Team. Here it is. It got me thinking about the work we’ve done to really understand what makes and keeps a call centre sales team motivated and firing on all cylinders. →

---

Customer Experience Strategy for Small Teams

And daily he went round softly speaking his story To all kinds of men from all walks of life Paul Kelly (From Little Things Big Things Grow) When you work for a small-to-medium sized company, it’s hard to hide. You’re not a number, you’re a name, often known by all (including the big guys or →

---

Techniques for Call Centre Transformation

In ye olde days, call centre agents had it pretty easy. It was a simpler time – customers might purchase a product in store, bring it home, look at the instructions, get confused and call the number provided for help (on the land line, we’re talking BC (Before Cellphones). Maybe chat to their neighbour or →

---