Blog Articles

Running a contact centre isn’t easy! Between managing agent schedules, handling customer interactions and ensuring employees stay engaged and productive, there’s a lot to juggle.

The global housing crisis has reached a tipping point, with affordability becoming a significant challenge for millions.

The workforce planning (WFM) industry is undergoing a significant transformation as AI-driven digital resources become an integral part of business operations.

The landscape of work has changed dramatically since the onset of the COVID-19 pandemic.

There's nothing quite like the feeling of receiving positive feedback on a schedule you just published.

As the world becomes increasingly connected, remote working continues to be extremely popular.

Transport for NSW was looking for a platform that could seamlessly integrate across the entire workforce planning cycle.

Unlocking productivity within a contact centre through the utilisation of intelligent automation is key.

Just when companies were starting to feel confident in their understanding of Millennials, along comes a new generation entering the workforce — Generation Z.

Gamification is one of the most effective methods for contact centres to develop an engaging learning experience for employees to learn new skills and connect their actions to business outcomes.

A new wave of technology adoption is closing the gap in contact centre operations and shaping how agents perform on a day-to-day basis.

The number one failing when implementing WFM into the back office is workload forecasting.

WFM systems have been revamping to cater for shifting industry standards in how contact centres are servicing their agents and this overhaul has seen many backend changes happen over a short period of time.

In a time when digital transformation is in full flight, it’s important to remember that people play an equally important role as the solutions you deploy.

There is no better gauge as to the importance of customer experience when engaging with a brand’s contact centre than the millions of social media complaints that consumers have about their experience.

If you’re a manager within a sizable workforce, you’ve likely heard of gamification.

As the integration between human and technology becomes increasingly more unified and the bottom-line efficiency evolves by the day.

The ability to evaluate the effectiveness of your workforce management solution can drastically improve the performance of your contact centre.

Here’s a list of 10 key metrics that can be used by contact centre managers to ensure the delivery of both strong customer experiences and financial performance through workforce efficiency.

Contact centre agents are on the front line of your customer service efforts, fielding customer questions, and requests while upholding your organisation's values and standards.

Many employees in multiple industries are equipped with the right tools to work from home without hesitation. While it’s an easy shift for those companies, not everyone has the same luxury.

After the initial surge of COVID-19, contact centres everywhere had to scramble to keep momentum going.

Contact centres are always looking for new ways to ensure employee engagement and productivity, especially now that many agents work, at least some of the time, from home.

In our third instalment in the WFM and New Normal series, we talk about the impacts of increased handle times.

Contact centre changes are never an easy venture, but it's crucial to embrace an opportunity for change.

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.

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.

If you're in the market for a new workforce planning tool, you need a suite that is future proof, easy to access and use, and packs bang for buck.

Absenteeism is a problem in Australia, and could be costing your business. To solve this issue, try these absence management best practices.

As life becomes more complex, workforce management is changing. Discover three important truths about modern WFM.

Agent engagement means more than just happy customers. Here's how interested and invested employees will impact your business now, and in the future.

Consistently high quality customer interactions are key to business. Here's how aligning goals and empowering agents can benefit your contact centre.

Performance management has undergone significant change in recent years. But what is the importance of good performance management to your business?

Shift Bidding is one more way to improve engagement and keep schedule efficiency in tip top shape-- this article examines some of the benefits of bidding as well as ways to make it feasible to bid more often.

Are you looking to enhance productivity and save money? Find out how Call Design's smartphone application ME can benefit your workplace.

Are you looking to increase productivity and decrease staff turnover? Find out how to optimise your workplace to ensure your agents are empowered and engaged.

Performance management systems are now an essential part of ensuring high standards of customer service in contact centres.

When your contact centre agents take ownership for their work, they provide higher quality interactions with their customer base.

In an industry with as traditionally high turnover as contact centres, how are local managers to motivate and manage these younger agents?