Consistently high quality customer interactions are key to business. Here’s how aligning goals and empowering agents can benefit your contact centre.
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.
Performance management has undergone significant change in recent years. But what is the importance of good performance management to your business?
So what is performance management, and what are its key processes and objectives? In this article, we explore these basics and provide examples.
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.