How to identify and manage toxic employees in the call centre
Toxic employees can have a detrimental effect on a workplace, creating a hostile environment that can lead to decreased productivity,...
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Nov 29, 2022
Tips and strategies to improve frontline Call Centre Agent experience
Frontline call center agents play a crucial role in any customer service operation. Their interactions with customers can greatly impact...
Oct 18, 2022
5 ways contact centre managers are adapting to remote work
Want to retain your agents? What about attracting new ones for your open positions? While these might be rhetorical questions, our...
Aug 9, 2022
The Three Keys to Engaging Employees
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...
Jun 28, 2022
Zoom launches a new framework for hybrid working
Today marks the release of Zoom One, a new framework that aims to connect the enterprise with a central communication hub. The hub...
May 17, 2022
Recommendations for Optimising Your Contact Centre Schedule
A well-optimized schedule can greatly improve the efficiency and effectiveness of a contact center. By carefully planning and managing...
Apr 19, 2022
How to Change Manage your Agent engagement strategy
Employee engagement is crucial for the success of any business, and an effective employee engagement strategy can lead to increased...
Mar 15, 2022
Call Centre Agent Retention Strategy
Employee retention is a critical issue for call centers, as high turnover rates can lead to decreased productivity and increased costs....
Feb 15, 2022
10 way to keep your agents engaged in the call centre
Call center agents are often required to handle multiple calls and tasks at once, which can be challenging and lead to distractions and...
Jan 18, 2022
Drive Employee Engagement
The Need for Employee Engagement Before getting to grips with the drivers of employee engagement, first, consider: why is there a need to...
Nov 30, 2021
How to recognise employee performance in your call centre
Recognizing and rewarding employee performance is an essential aspect of keeping agents motivated and engaged in a call center. Here are...
Jun 8, 2021
Majority want to split their time between the office and working remotely
Hybrid working models are in demand, with more than three quarters of UK-based live agents keen to be offered the option from employers....
May 25, 2021
91% of contact centre staff to leave jobs in 2021
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...
Mar 3, 2021
Motivating agents during lockdown
Great customer experiences depend on happy, motivated, and engaged employees. The happier and more committed your team members are, the...
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