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Policies and Procedures

Find and explore a range of content on creating and implementing work policies in contact centres to ensure consistency and compliance.

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Call Centre Dress Codes

Call Centre Dress Codes

What is a Zero Tolerance Policy – ZTP?

What is a Zero Tolerance Policy – ZTP?

20 Ways to Reduce Background Noise in the Contact Centre

20 Ways to Reduce Background Noise in the Contact Centre

Sixteen initiatives to ensure your staff enjoy coming to work

Sixteen initiatives to ensure your staff enjoy coming to…

How to Deal with Short-Notice Absence Requests

How to Deal with Short-Notice Absence Requests

Should Agents Be Allowed to Eat at Their Desks?

Should Agents Be Allowed to Eat at Their Desks?

Should agents be allowed to read between calls?

Should agents be allowed to read between calls?

Poll confirms employees work through lunchtimes

Poll confirms employees work through lunchtimes

How to Use Customer Complaints to Your Advantage

How to Use Customer Complaints to Your Advantage

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How to Deal with That Awkward Agent

7 Ways You’re Punishing Your Best Agents Right Now

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