Edition 135 - August 2007

MANAGING WAITING TIMES
In a busy call centre it is a fact of life that there will be waiting times. The aim must be to make the wait as painless as possible.  Managers need to be realistic about accessibility, respect customer time and diffuse customer agitation with efficient screening and useful information. 

WINNING NEW CONTACT CENTRE CLIENTS
Winning new business is essential for the successful operation of any contact centre.  But it is one of the toughest environments of all and most potential clients want a great deal of assurance before they will pass over their database to an outside organisation.

PROFILE: LOUISE BEDFORD, REALESTATE MEDIA
Louise Bedford has been a call centre manager in real estate for four years. In 2006 she was declared ‘Manager of the Year’ within her organisation. One of her management tips is to schedule time in your calendar to do the things that you never seem to have time to do.