As a manager, re-contracting with your team is one of the most important things you can do. Let’s imagine you have been asked to coach your team in a new set of behaviours, something...

How do people sell things? What is the history of modern sales? What can we learn from 200 years of selling and sales structures?

Since the early 1800s humanity has been trying to sell...

‘AHT’ or Average Handling Time - the average amount of time you and your team dedicate to each call. If those interactions require more time, the number of calls you’re able to take and sales you...

In one of our recent podcasts, Ann Harris and I talked about our Top 3 strategies that Contact Centres need to focus on this year. 

They are: 

1) Know your conversion rate and...

In any contact centre, there is a real objective to make sure that the gap between what you want the customer to experience and what they actually undergo is a worthwhile gap to close and improve...