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 its employees. Read more

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 billion annually.

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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 center technology is used, there are many ways our best intentions can cause unnecessary stress to our most valuable employees, agents. Read more

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 Read more