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The number one failing when implementing WFM into the back office is workload forecasting. All too often, forecasting lands in the ‘too hard basket’ and people end up making ‘off the cuff’ staffing decisions that impact the customer and the business. It takes…

Call Design is aware of the recently identified log4j2 vulnerability and has reviewed our internal, our Hosted systems and customer solutions as well as the leading products that we support.

While a large proportion of recent studies have shown that gamification can improve KPIs in virtually every touchpoint of a contact centre, there are still dozens of areas of consideration that need to be evaluated to provide an effective gamification system.

WFM systems have been revamping to cater for shifting industry standards in how contact centres are servicing their agents and this overhaul has seen many backend changes happen over a short period of time.

As the increased demands for quality and quantity of customer service show no signs of slowing down, contact centre managers must build engagement designed to last and continue growing with the customer's demands.

In a time when digital transformation is in full flight, it’s important to remember that people play an equally important role as the solutions you deploy.

High-quality professional customer support is crucial to building lasting customer relationships. Contact centres represent the voice of many organisations, existing as the first point of contact for customers engaging with your organisation.

There is no better gauge as to the importance of customer experience when engaging with a brand’s contact centre than the millions of social media complaints that consumers have about their experience.

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.”

If you’re a manager within a sizable workforce, you’ve likely heard of gamification. This new type of technology has completely revolutionised the way training and management is conducted throughout the professional careers of your agents.

The quality of service and efficiency of how a contact centre is run directly impacts its ability to be successful. Technology is always advancing so to remain competitive it is important for every organisation to regularly review the systems and processes.