The Impact of Increased Handle Times

n our third instalment in the WFM and New Normal series, we talk about the impacts of increased handle times. As a lot of contact centres have quickly had to adopt work from home strategies to maintain BAU status, there have been some things to be wary of,…


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Effective Strategies for Managing a Contact Centre

Contact centres are the frontline of your customer service operation, which means that your contact centre must be operating at optimum capacity at all times. The management of your contact centre is an essential element to operating successfully and…


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Making Your Contact Centre Work Better

Contact centre changes are never an easy venture, but it's crucial to embrace an opportunity for change. While the world is slowly returning to normal after a global pandemic, now is the time to identify how your contact centre can be improved.


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3 Ways to Drive Agent Engagement in a Contact Centre

If you know anything about contact centres, then you know that it can be hit or miss when it comes to how interested (or engaged) an agent is with their caller, or their job for that matter...


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Play Your Way to a Higher Performing Contact Centre

The biggest threat to the productivity of a contact centre is a disengaged employee. If your team is disengaged with their work, the performance of your contact centre will suffer dramatically. But what if you were able to make a game out of your employee’s…


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Call Design - Increasing Agent Satisfaction with Better WFM Tools

Increasing Agent Satisfaction with Better WFM Tools

Aspect Software’s most recent Contact Centre agent survey listed agents’ top factors that drive their sense of engagement: Work/life balance came in 3rd, two spots above competitive wage, with flexible work schedule not far behind.


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Why and how to adopt a culture of knowledge sharing

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


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How to motivate employees with non-monetary incentives

You know the saying All Work and No Play…. But why not combine the two? Gamification, among other measures, can greatly improve motivation among your agents.


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The importance of operational planning for your business

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


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Business growth and high staff turnover: what to do about it

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


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What’s next? Future proofing your contact centre

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


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