sarah.brady

About Sarah Brady

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So far Sarah Brady has created 22 blog entries.
18 Jul 2017

Uncover the Science behind contact centre success (Expert Secrets)

2017-07-18T15:19:19+00:00 July 18th, 2017|

£25,000 Give Away! On the 27th July myself and SVP of Customer Service for FedEx will uncover the science behind contact centre success. This masterclass is for contact centre professionals who want to learn the science behind employee behaviour in call and contact centres, as well as simple

11 Jul 2017

Incident Management in Police Contact Centres

2017-09-28T10:53:35+00:00 July 11th, 2017|

  In recent months, our emergency services call and contact centres have been under great strain, offices dealing with emergency and non-emergency calls must think on their feet and when a major incident is underway that is extremely stressful, it will often result in an increase in staff turnover and

22 Jun 2017

Is Longest Wait Killing Agent Morale and Impacting Profit?

2017-08-18T15:23:36+00:00 June 22nd, 2017|

Figures show that failure to keep employees happy and engaged is costing the UK call centre industry as much as £2.3 billion every year. The No1 challenge facing contact centres today is: Employee Turnover. At average 26% turnover rate a 100 agent contact centre spends £160,000 each

5 Jun 2017

Optymyse Advanced Wallboard Technology is the New way to excite contact centre agents!

2017-08-18T15:27:22+00:00 June 5th, 2017|

Optymyse Advanced Wallboard Technology is a completely new way to Excite, Engage, Motivate and Retain your contact centre agents. It’s time to remove the stigma surrounding traditional contact centre wallboards and start giving agents the information and support they crave in a fresh new way. Every 60 seconds a call centre in the UK loses an

23 May 2017

How selling dreams creates emotional connections

2017-05-23T11:40:38+00:00 May 23rd, 2017|

If you sell contact centre solutions, you will know that the products and services you offer are probably not that different to those of your competitors, you will also know how hard it is to convince prospects that you are in fact different. There is nothing wrong with the products and services you

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