contact centre

Getting Data from your WFM 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.


contact centre

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.


blog

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.”


WFM Solutions

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.


workforce management

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.


onshoring contact centres

Why Contact Centres are looking at Onshoring Contact Centres again

As many countries around the world have been in lockdown, businesses that were offshoring contact centres have had to adapt quickly and find other ways to manage customer enquiries.


the best methods to keep contact centre agents super motivated

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. However, if you can trial new and different ways to coach and motivate agents so that they enjoy their work more, then they are more likely to stay with the organisation.