Blog

When your employees are engaged, your business is in a position to thrive - it's as simple as that. Research shows us that organizations with high levels of engagement outperform companies with lower levels of engagement. How can managers ensure their agents are motivated at work?

Accountability is the backbone of quality customer service. When your contact center agents take ownership for their work, they provide higher quality interactions with their customer base. But how can leaders promote accountability within their organization. This article will give you some actionable tips. 

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.

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.

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.

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

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

Contact centers can't treat Generation Z like their older counterparts. So what strategies can managers adopt for this tech-savvy generation?