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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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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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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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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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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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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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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Inbound vs. outbound contact center channels

The lines between inbound and outbound contact centres have blurred, and more channels are available than ever before. So what channels should your agents use?


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How to measure good customer service

Quantifying your customer service is essential to maintain standards and further improve. So how can you effectively quantify your process?


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