The micro-moments in a day at the office that make all the difference - and how to capitalize on them
The micro-moments in a day in the office that make all the difference - and how to capitalize on them Everyone talks about KPIs, reports, targets. But in reality, what makes a successful day in a call center are... the micro-moments. That smile between colleagues. The pause to breathe. A "Thanks, you saved the day." from a customer. Let's [...]
What we can learn from failed calls - Mistakes can make us better
What we can learn from 'failed' calls - Mistakes can make us better Every salesperson has 'that one call' they wish they could forget about. The angry customer, the wrong script, the too long pause or that "oops, I hung up by mistake". But what if instead of sweeping these moments under the rug, we turned them into valuable lessons? [...]
What does a day in a modern call center look like? Spoiler: No, it's not what you think!
What does a day in a modern call center look like? Spoiler: No, it's not what you think! Sunrise begins with login and coffee In a modern call center, the day starts with a click, not a sigh. Smart call management platforms give you all your data on screen - you don't need to know everything off by heart. You have [...]
Wellbeing at Easter: look after yourself, not just the mince pies
Wellbeing at Easter: look after yourself, not just the cookies The festive season is a time of joy, reunions and special moments with loved ones. But often, it also comes with the hustle and bustle, endless to-do lists, general cleaning, traveling and lavish meals. In all the hustle and bustle, there's a risk of [...]
Small habits, big results: the communication professional's complete guide
Small habits, big results: the complete guide for the communication professional In a call center, every day is like an emotional marathon. Not only do you talk to dozens of people, but you have to remain calm, empathetic and effective no matter the challenges. The secret lies not in the superhuman, but in some simple but strategic routines. Getting ready in the morning: the foundation of performance [...]
Beyond the phone: How it helps you develop as a sales agent
Beyond the phone: How it helps you grow as a salesperson Have you ever thought that behind a headset is actually a real personal development gym? Well, get ready to discover how a job that we tend to think of as monotonous can actually be [...]
From emotions to empathy: How to build your emotional intelligence by talking on the phone
From emotions to empathy: How to build your emotional intelligence by talking on the phone Imagine having the power to turn every stormy call into an exceptional experience and every objection into an opportunity for human connection. Welcome to the world of telesales - the ultimate emotional intelligence training room! Anatomy of an emotional interaction When the phone [...]
What you learn about yourself when you work with people
What you learn about yourself when you work with people The human mirror Few people realize that a call center is actually the most subtle and profound classroom of self-knowledge. Every call is like a mirror that reflects you beyond your professional attire, revealing hidden layers of your personality. Discover patience: Beyond the known limit [...]
Myths versus reality in sales: what actually works?
Myths versus reality in sales: what actually works? Sales is a field that can make you take a step back, as countless misconceptions have arisen over the years. So, to provide greater clarity on this vast subject, we'll debunk some of the most common myths. Myth 1: Only extroverts [...]
Generation Z as sales agents - what's changing in the industry?
Generation Z as sales agents - what's changing the industry? The BPO industry is undergoing an exciting transformation with the integration of Generation Z into sales and customer support teams. Brought up in the digital age, these young people bring with them a different working style, new expectations and a modern approach to customer relationships. But how [...]
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