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Are you happy with the levels of happiness in your contact centre?
No matter how much you automate, running a contact centre is still about people and we all know that when people are happy, they deliver more in less time and customers are more likely to recommend you to others. But, how do you know if your people are happy and what can you do to […]
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According to the 2021 State of the Contact Center Report by 8×8 the future of contact centres is a hybrid mix of on-site and remote agents, so how can companies ensure that those employees, responsible for creating positive customer experiences, feel as comfortable doing this at home as they do in a full feature onsite […]
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Everyday we get to work with great people who care about their employees and colleagues. Take John Myers at financial services company NewDay Cards as an example. John’s a Management Information and Planning Professional, with over a decades experience helping organisations make the most of their investments in people. But what impressed us the most […]
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Certainty is a human need! It’s up there with Safety, Food and Shelter, if ignored doubt and uncertainty will heavily impact productivity and CSAT. “Why am I bothering, no one cares anyway” “I heard they’re downsizing so what’s the point of working my backside off” Left unchecked people will almost always revert to these types […]