There’s nothing quite like the feeling of receiving positive feedback on a schedule you just published.
10 Ways to Delight your Frontline Agents (Without Sacrificing Schedule Fit)
Unlocking the Advantages of Remote Agents in Workforce Management
As the world becomes increasingly connected, remote working continues to be extremely popular.
The Best Way to Train and Guide Agents to Success
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.
How to Take Your WFM to the Next Level
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.”
8 Steps to Onboarding a Contact Centre Agent
Many contact centres underestimate the importance of onboarding agents well and the challenges they encounter.
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.
How to Coach Your Contact Centre Agents
If you want to facilitate an environment for your contact centre agents to succeed, you need to start coaching.
Optimising a Remote Workforce
Many employees in multiple industries are equipped with the right tools to work from home without hesitation. While it’s an easy shift for those companies, not everyone has the same luxury.
4 Ways to Help Your Team Resolve Customer Service Complaints Quickly
Today, the general public doesn’t wait for things to happen. When consumers are experiencing a problem, they expect a solution on the same day.
The Benefits of Implementing a Flex Schedule
After the initial surge of COVID-19, contact centres everywhere had to scramble to keep momentum going.
