Building A Modern Engagement-Centric Workforce
The expectations of customer service experience have amplified making it important for managers to adopt new engagement techniques.
How People Are Equally As Important As Systems
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.
The Needs to Know About Contact Centre Automation
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.
8 Steps to Onboarding a Contact Centre Agent
Many contact centres underestimate the importance of onboarding agents well and the challenges they encounter. Contact centres must have a structured onboarding program to ensure staff absorb all critical information, including daily duties, customer service protocols, company policies and regulations.
How to Select the Best Workforce Management Solution for your Contact Centre
The ability to evaluate the effectiveness of your workforce management solution can drastically improve the performance of your contact centre.