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.
Terminology 101: Customer service vs customer experience
Customer service and customer experience may sound like they encompass the same ideas, but there are also crucial differences. This article explains.
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 centralize your all-important company data, saving you time and keeping standards high.
What is a Net Promoter Score© and how do you improve it?
Net Promoter Scores© provide a valuable metric for businesses. But what does a good Net Promoter Score© look like, and how can you improve yours?
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.
Why promoting teamwork is crucial to your business
As we embrace digital technology and the millennial workforce, traditional ideas around teamwork need updating. This article will tell you more.
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.