Call-Design

Effective Strategies for Managing a Contact Center

Contact centres are the frontline of your customer service operation, which means that your contact centre must be operating at optimum capacity at all times. The management of your contact centre is an essential element to operating successfully and…


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Call-Design

Making Your Contact Center Work Better

Contact centre changes are never an easy venture, but it's crucial to embrace an opportunity for change. While the world is slowly returning to normal after a global pandemic, now is the time to identify how your contact centre can be improved.


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Contact Centre

3 Ways to Drive Agent Engagement in a Contact Center

If you know anything about contact centres, then you know that it can be hit or miss when it comes to how interested (or engaged) an agent is with their caller, or their job for that matter...


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call Contact Centre

Play Your Way to a Higher Performing Contact Center

The biggest threat to the productivity of a contact centre is a disengaged employee. If your team is disengaged with their work, the performance of your contact centre will suffer dramatically. But what if you were able to make a game out of your employee’s…


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books

Why and how to adopt a culture of knowledge sharing

Knowledge sharing is an essential part of keeping skills and expertise in your business. So how can you implement it effectively?


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inspire

How to motivate employees with non-monetary incentives

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.


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workforce-management-operational-planning

The importance of operational planning for your business

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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staff-turnover

Business growth and high staff turnover: what to do about it

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.


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future-of-contact-centres

What’s next? Future proofing your contact center

With consumer habits - and the technologies that facilitate them - constantly changing, contact centre managers need to always have an eye on future trends.


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