September 2018

Contact centres: methods for accurate forecasting

Published 27th September, 2018

Accurate and effective forecasting allows managers to ensure there are always enough staff to meet the workload, whilst also keeping staff costs as low as possible.

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Instilling purpose: Creating a cohesive contact centre

Published 27th September, 2018

Consistently high quality customer interactions are key to business. Here’s how aligning goals and empowering agents can benefit your contact centre.

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What is the contingent workforce and how can you manage it?

Published 26th September, 2018

With the contingent workforce continuing to rise in Australia, it’s vital that managers understand how this sector operates, and how to harness its potential.

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The benefits and importance of good performance management

Published 18th September, 2018

Performance management has undergone significant change in recent years. But what is the importance of good performance management to your business?

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4 practical ways to improve customer experience

Published 12th September, 2018

Customer experiences with your business have a tangible impact on your ability to make money. Here are a few practical tips to improving customer experience.

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Key objectives and processes behind performance management

Published 10th September, 2018

So what is performance management, and what are its key processes and objectives? In this article, we explore these basics and provide examples.

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Shift Bidding for Better Efficiency and Engagement

Published 10th September, 2018

Without flexibility and room for change, schedules can get stale. Companies can find that schedules are becoming less and less of a good fit for evolving staffing requirements. Some agents, especially Millennial and Gen Z agents, can find that static schedules don’t offer the flexibility they crave.

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