Blog

21 Aug 2017

5 questions which guarantee you avoid hidden contact centre technology costs

2017-08-21T15:06:40+00:00 August 21st, 2017|

So, you convinced your boss to budget for the upgrade of your contact centre wallboards, and you have had presentations from a few companies, and you choose the templates you liked the look of the most – logical right, like many people you are probably motivated visually and have

8 Aug 2017

3 simple ways to erode ROI when you upgrade your Contact Centre tech

2017-08-15T15:14:09+00:00 August 8th, 2017|

1. Start by replicating what you have today. Would you buy a brand new 70inch 4k TV and set the resolution to what you had on your old TV?  Would you buy a new car with parking sensors, switch them off and bump into people in car parks? Traditional

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