Published 1st March, 2019
You know the saying All Work and No Play…. But why not combine the two? Gamification, among other measures, can greatly improve motivation among your agents.
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.
Published 7th February, 2019
A high turnover can be a major thorn in the side for business growth. Let’s take a look at why it happens, and what you do about it.
Published 20th December, 2018
With consumer habits – and the technologies that facilitate them – constantly changing, contact center managers need to always have an eye on future trends.
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.
Published 23rd November, 2018
Quantifying your customer service is essential to maintain standards and further improve. So how can you effectively quantify your process?
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.
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…
Published 1st November, 2018
Customer service and customer experience may sound like they encompass the same ideas, but there are also crucial differences. This article explains.
Published 29th October, 2018
Performance analysis improves employee output and satisfaction, as well as customer experience. This applies to the back office just as much as the frontline.