Toxic employees can have a detrimental effect on a workplace, creating a hostile environment that can lead to decreased productivity,...

Frontline call center agents play a crucial role in any customer service operation. Their interactions with customers can greatly impact...

Want to retain your agents? What about attracting new ones for your open positions? While these might be rhetorical questions, our...

Purpose – Do you work because you value the impact that your work has? If the outcome of our work meets our personal values, we’ll be...

Today marks the release of Zoom One, a new framework that aims to connect the enterprise with a central communication hub. The hub...

A well-optimized schedule can greatly improve the efficiency and effectiveness of a contact center. By carefully planning and managing...

Employee engagement is crucial for the success of any business, and an effective employee engagement strategy can lead to increased...

Employee retention is a critical issue for call centers, as high turnover rates can lead to decreased productivity and increased costs....

Call center agents are often required to handle multiple calls and tasks at once, which can be challenging and lead to distractions and...

The Need for Employee Engagement Before getting to grips with the drivers of employee engagement, first, consider: why is there a need to...

Recognizing and rewarding employee performance is an essential aspect of keeping agents motivated and engaged in a call center. Here are...

Hybrid working models are in demand, with more than three quarters of UK-based live agents keen to be offered the option from employers....

It’s been a challenging 12 months in the contact centre, and while more customer support than ever has now moved online, the personnel at...

Great customer experiences depend on happy, motivated, and engaged employees. The happier and more committed your team members are, the...