The importance of operational planning for your business

Published 15th February, 2019

When it comes to workforce management, operational planning is the key in ensuring your organization is on track to meet its short-term targets.

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Meeting your requirements: Call Design’s customized courses

Published 13th December, 2018

Is there something not quite right in your contact center, but you can’t quite pin down what? Call Design’s customized contact center courses can help.

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Retaining staff: A guide for contact center managers

Published 16th November, 2018

Attrition among contact centre staff is an ongoing problem for managers, but what can you do about it? Here are a few ideas.

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The Cloud….. so what??

Published 13th November, 2018

I’ve been thinking about the cloud for a long time now, and while there is no doubt that it is here to stay for the foreseeable future, I’ve been asking myself… so what? I know that it is seen by…

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Workforce Management as we know it is changing

Published 19th October, 2018

As life becomes more complex, workforce management is changing. Discover three important truths about modern WFM.

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How can you better engage your team?

Published 18th April, 2018

When your employees are engaged, your business is in a position to thrive – it’s as simple as that. Research shows us that organizations with high levels of engagement outperform companies with lower levels of engagement. How can managers ensure their agents are motivated at work?

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How can you better promote accountability in your contact center?

Published 22nd March, 2018

Accountability is the backbone of quality customer service. When your contact center agents take ownership for their work, they provide higher quality interactions with their customer base. But how can leaders promote accountability within their organization. This article will give you some actionable tips. 

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3 contact center strategies to adopt for Generation Z customers

Published 18th January, 2018

Contact centers can’t treat Generation Z like their older counterparts. So what strategies can managers adopt for this tech-savvy generation?

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What are the benefits of taking a workforce management course?

Published 18th January, 2018

Workforce management tools are vital to contact centers, but there’s little point investing in a WFM solution if your staff don’t know how to use it. Programs like Call Design’s Workforce Management Essentials course provide insight and additional knowledge.

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