In Hollywood, it’s the stars that make people flock to watch a movie and the movie makers know it. So, who are the stars of customer care in a contact centre? Directors? Managers? Supervisors? Obviously, company processes and ethos does have an impact on the way agents deal with customers but at the end of the day the stars are the agents themselves! Read more

How many times a day do your agents look at the call metrics displayed on the TV screens around your Contact Centre?

If it’s a LOT you might have a problem. If it’s a little, you really have a problem.

Yeah, confusing – here’s what we mean;

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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 gone for the slickest presentation, but now your being told if you want to change your templates you need to pay high professional services fees, and if you want more screens you must buy expensive media devices!

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Your customers expect you to deliver the latest innovations in employee engagement technology, we have the tools to exceed these expectations and make you money…

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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 Wallboards don’t improve agent morale because they don’t meet the 3 human needs we all desire.

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A Contact Centre Superstar has the respect and full support of his or her agents no matter how tough it gets.

Contact Centre Superstars always fight for tools which support their agents.

Contact Centre Superstars dare to question anything they feel will damage the well being and positivity of their agents.

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For those of you who’ve not had time to read the latest research into employee engagement here’s the science behind keeping your agents from walking out the door and making the most of the thousands you invest in them.

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£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 techniques to increase agent happiness, loyalty and satisfaction.

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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 rising overheads.

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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 year on recruitment and retraining.

It’s a huge number and a growing problem for contact centres.

What’s causing it?

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