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.
10 Key Metrics and KPI’s for Contact Centre Performance
The Best Methods To Keep Contact Centre Agents Super Motivated
Turnover is a major concern in many contact centres. Between the monotonous daily routine and the work environment, many agents experience exhaustion and may choose to look elsewhere for work.
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.
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.
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.
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?
Key objectives and processes behind performance management
So what is performance management, and what are its key processes and objectives? In this article, we explore these basics and provide examples.
5 ways to implement a performance management program
Are you looking to enhance workplace productivity? A performance management program and training course can help you achieve your corporate goals.
Top tips for running a successful performance management system
Performance management systems are now an essential part of ensuring high standards of customer service in contact centres.
