If you’ve been in the contact centre space for more than a few hours, you’ve likely heard some version of the unofficial motto “Connecting the right interaction, to the right agent, at the right time.”
How to Take Your WFM to the Next Level
How to Take Your WFM to the Next Level
5 Reasons Why You Need Gamification in Your Contact Centre Training
If you’re a manager within a sizable workforce, you’ve likely heard of gamification.
The Needs to Know About Contact Centre Automation
The quality of service and efficiency of how a contact centre is run directly impacts its ability to be successful.
The Impact of the Wrong Software on Employee Experience
As the integration between human and technology becomes increasingly more unified and the bottom-line efficiency evolves by the day.
8 Steps to Onboarding a Contact Centre Agent
Many contact centres underestimate the importance of onboarding agents well and the challenges they encounter.
How to Select the Best Workforce Management Solution for your Contact Centre
The ability to evaluate the effectiveness of your workforce management solution can drastically improve the performance of your contact centre.
Why Contact Centres are looking at Onshoring Contact Centres again
As many countries around the world have been in lockdown, businesses that were offshoring contact centres have had to adapt quickly and find other ways to manage customer enquiries.
10 Key Metrics and KPI’s for Contact Centre Performance
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.
The Best Methods To Keep Contact Centre Agents Super Motivated
Turnover is a major concern in many contact centres. Between the monotonous daily routine and the work environment, many agents experience exhaustion and may choose to look elsewhere for work.
Supporting and Engaging Remote Agents
In the past year, businesses across the world have seen significant disruptions to their daily operations. For many industries, this has meant, changing the way they operate, enabling staff to
