Tag Archives: call centre agents

Addressing Contact Centre stereotypes one at the time

Katie Murphy/ March 8, 2018

The Inspiration…. As today is `International Women’s Day’, it brings about the whole thought of women surpassing their stereotypical roles in both society and the workplace. In turn, this sparked the idea of stereotypes within the workplace. One stereotype associated with the workplace is that males hold most managerial roles. Thankfully, the Contact Centre industry enables this stereotype to be

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Call Centre Agents and employee retention rates: a challenge for the call centre industry

Silvia Planella/ January 3, 2018

The biggest asset of the call centre industry is its workforce. Some people will argue that software, especially knowledge management and cloud services, had transformed our industry and while I agree that technology has an important role in any contact centre, it is people who make the difference. Traditionally, staff retention has been reported as one of the biggest challenges

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The human side of booking holidays: the role of agents and travel support

Silvia Planella/ August 21, 2017

The internet has changed the way that we search, plan, and book our holidays. The demand for planning and booking holidays online will keep increasing in the coming years and in some market sectors (i.e. young travellers, last minute trips…) will overtake the offline demand. Despite the impact of the internet on the sector, the human touch will always remain

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Call Centre agents: “The employee voice”

Silvia Planella/ September 17, 2012

In Call Management we believe that our employees are our best assets. They are an integral part of our quality based company philosophy. For this reason we listen carefully to their opinion and encourage feedback. This has improved both their working environment and as a result customer service levels are kept at a high level. Research findings: