Latest News

What are the 2 golden rules of customer experience?

Published 21st March, 2018

Positive customer experiences are critical to cultivating a loyal following for your business. What are the key areas contact centers should be focusing on to create the best possible experience for their customers? Let’s take a look at the two golden rules and how Call Design can help.

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3 important goals for a new contact center supervisor

Published 16th March, 2018

As a new contact center supervisor, you’re going to need to set a few important goals in order to establish yourself within the team and lead effectively. These are three best practice tips to start with, which include forming relationships, coaching and challenging agent issues.

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How to manage millennial contact center agents’ performance

Published 2nd March, 2018

By 2020, millennials will comprise half the workforce. But in an industry with as traditionally high turnover as contact centers, how are local managers to motivate and manage these younger agents? Our three techniques of technology, development and communication will help.

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How to manage sudden absence in the contact center

Published 18th January, 2018

Aging software, low staff motivation and a lack of empathy can cause sudden absences. But with an action plan, contact centers can cope.

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6 technology trends coming to contact centers

Published 18th January, 2018

The world is changing rapidly, and businesses need to keep up. These are our predictions for the future tech trends facing the contact center space.

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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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Meltdown and Spectre Vulnerabilities – Call Design’s Position

Published 12th January, 2018

On the 3rd of January 2018, three new vulnerabilities were released that have been grouped together and called Spectre and Meltdown. These are not traditional software based vulnerabilities but are inherent in the very fabric of modern Intel and ARM…

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Blue APACHE Case Study – Call Design

Published 4th December, 2017

Case Study – Call Design

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