This blog is dedicated to Customer Service Manager and Supervisors looking for ways to save time and look after their wellbeing and the mental health of their agents. Employee engagement, mental health and wellness are the key to the success of any call or contact centre and although a large majority of CSM’s haven’t […]
We get it. Analytics is big business. But what message are you sending your employees when you display management information on TV screens, and what impact does it have? Publicly displayed information is influencing the mood of your employees every minute of every day; the way it’s displayed, the colours you use, the messages it […]
I recently sat down with Steve Pace – SJS Solutions CEO – and asked him a really difficult question. I asked him how he feels organisations can create certainty in uncertain times. Our industry, like many others, is facing unprecedented stresses and challenges as a result of the devastating impact of COVID-19. We know that […]
According to ContactBabel’s 2017 US Contact Centre Decision-Maker’s Guide, 53% of contact centres report that it costs them more than $1,500 to recruit a single agent. More worryingly, 11% report that it costs them more than $3,500 to recruit one agent. When you consider that the average call centre has an attrition rate of between […]