Performance analysis improves employee output and satisfaction, as well as customer experience. This applies to the back office just as much as the frontline.
Why analyse performance in the back office?
Workforce Management as we know it is changing
As life becomes more complex, workforce management is changing. Discover three important truths about modern WFM.
How good software can help with your staff management needs
Looking for ways to improve your staff management? Great software can centralise your all-important company data, saving you time and keeping standards high.
Why engagement management is vital for contact centres
Agent engagement means more than just happy customers. Here’s how interested and invested employees will impact your business now, and in the future.
Contact centres: methods for accurate forecasting
Accurate and effective forecasting allows managers to ensure there are always enough staff to meet the workload, whilst also keeping staff costs as low as possible.
Instilling purpose: Creating a cohesive contact centre
Consistently high quality customer interactions are key to business. Here’s how aligning goals and empowering agents can benefit your contact centre.
What is the contingent workforce and how can you manage it?
As the gig economy grows, so does the need for managers to better understand ways to maximise the potential of contingent employees.
The benefits and importance of good performance management
Performance management has undergone significant change in recent years. But what is the importance of good performance management to your business?
4 practical ways to improve customer experience
Customer experiences with your business have a tangible impact on your ability to make money. Here are a few practical tips to improving customer experience.
Shift Bidding for Better Efficiency and Engagement
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.
