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Can you really motivate people with metrics?

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 […]

Creating certainty in uncertain times

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 […]

Break the cycle of expensive agent turnover.

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 […]