Contact Centre Best Practice

Contact centres are always looking for new ways to ensure employee engagement and productivity, especially now that many agents work, at least some of the time, from home. For remote agents especially, it can be more difficult to plug into the culture of the office and stay engaged with the brand without the face to face interaction they would usually have in the contact centre.

One of the most significant challenges that contact centres face is an incredibly high rate of agent turnover, creating a cyclical problem where the Learning and Development team is continuously training new agents for them only to stay with the company for a couple of months. This can be expensive. In this blog, we have four strategies for contact centres that are hoping to retain their agents and reduce turnover.

With the threat of COVID-19 still lingering, everyone needs to understand exactly what it means to come back to the office. Contact centres are at an especially high-risk for transmission due to the number of people on each shift and the sharing of equipment between team members throughout the day. There need to be strict safety guidelines in place for businesses that are bringing their workforce back into the office. In this blog, we go into detail on what bringing your staff back to the contact centre should look like

n our third instalment in the WFM and New Normal series, we talk about the impacts of increased handle times. As a lot of contact centres have quickly had to adopt work from home strategies to maintain BAU status, there have been some things to be wary of, and increased AHT is one of them.

Contact centres are the frontline of your customer service operation, which means that your contact centre must be operating at optimum capacity at all times. The management of your contact centre is an essential element to operating successfully and providing your customers with the very best customer service.

Contact centre changes are never an easy venture, but it's crucial to embrace an opportunity for change. While the world is slowly returning to normal after a global pandemic, now is the time to identify how your contact centre can be improved.

If you know anything about contact centres, then you know that it can be hit or miss when it comes to how interested (or engaged) an agent is with their caller, or their job for that matter...

Alvaria Software’s most recent Contact Centre agent survey listed agents’ top factors that drive their sense of engagement: Work/life balance came in 3rd, two spots above competitive wage, with flexible work schedule not far behind.

Knowledge sharing is an essential part of keeping skills and expertise in your business. So how can you implement it effectively?

When it comes to workforce management, operational planning is the key in ensuring your organization is on track to meet its short-term targets.