Attrition among contact centre staff is an ongoing problem for managers, but what can you do about it? Here are a few ideas.
Retaining staff: A guide for contact centre managers
Absence management: Methods for reducing worker absenteeism
Absenteeism is a problem in Australia, and could be costing your business. To solve this issue, try these absence management best practices.
Why analyse performance in the back office?
Performance analysis improves employee output and satisfaction, as well as customer experience. This applies to the back office just as much as the frontline.
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?
