Monthly Archives: April 2017

28 Apr 2017

The True (And Scary) Cost of Contact Centre Agent Disengagement in the UK

2017-08-18T15:33:34+00:00 April 28th, 2017|

How do you measure the performance of a company? Is it the sales revenue or the market share? Is it the profit, the ROI or shareholders value? Sure, they are adequate indicators of a company’s success, but there’s a major driver for performance that often remains overlooked – the happiness of

19 Apr 2017

Boosting Company Performance: The Positive Impact of Keeping Your Employees Happy

2017-08-18T15:36:00+00:00 April 19th, 2017|

A report from the Chartered Institute of Personnel & Development determines that the average cost for replacing call centre staff is £6,125 per agent. At the industry recognised 26% turnover rate per annum your contact centre is completely changing staff every four years and it’s costing as much as £2.3

13 Apr 2017

Is your tech unintentionally causing employees to leave?

2017-05-10T12:54:06+00:00 April 13th, 2017|

There are so many ways an organisation could be unintentionally driving good employees out the door. No matter what type of team you manage one thing is for certain; don’t align tech with employee needs and you’ll struggle to increase employee satisfaction. If we take how call center and contact

12 Apr 2017

Valuable enhancements to ShoreTel CONNECT Cloud Contact Centre Solutions

2017-04-12T14:13:10+00:00 April 12th, 2017|

Since 2009 Contact Centre Optimisation experts and developers of Optymyse Wallboard software have been helping ShoreTel customers improve their Contact Centre environments, more recently they have developed their product to connect seamlessly to ShoreTel’s new Connect Cloud platform