When your contact centre agents take ownership for their work, they provide higher quality interactions with their customer base.
How can you better promote accountability in your contact centre?
3 important goals for a new contact centre supervisor
As a new contact centre supervisor, you’re going to need to set a few important goals in order to establish yourself within the team and lead effectively.
Australia’s Mandatory Data Breach Notification Scheme – Call Design’s Position
Whilst strictly the NDB scheme applies to data breaches involving personal information that is likely to result in serious harm, we take the position that we are not always in
How to manage millennial contact centre agents’ performance
In an industry with as traditionally high turnover as contact centres, how are local managers to motivate and manage these younger agents?
