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Knowledge sharing is an essential part of keeping skills and expertise in your business. So how can you implement it effectively?

All work and no play makes Jack a dull boy. But why not combine the two? Gamification, among other measures, can greatly improve motivation among your agents.

When it comes to workforce management, operational planning is the key in ensuring your organisation is on track to meet its short-term targets.

A high turnover can be a major thorn in the side for business growth. Let’s have a look at why it happens, and what you do about it.

With consumer habits – and the technologies that facilitate them – constantly changing, contact centre managers need to always have an eye on future trends.

Is there something not quite right in your contact centre, but you can’t quite pin down what? Call Design’s customised contact centre courses can help.

The lines between inbound and outbound contact centres have blurred, and more channels are available than ever before. So what channels should your agents use?

Quantifying your customer service is essential to maintain standards and further improve. So how can you effectively quantify your process?

If you’re in the market for a new workforce planning tool, you need a suite that is future proofed, easy to access and use, and packs bang for buck.

Attrition among contact centre staff is an ongoing problem for managers, but what can you do about it? Here are a few ideas.