Blogs

Changing customer behaviour forces organisations to rethink their KPI strategy. Managing a contact centre is no easy task. Managing a contact centre in an environment where both the customer and the contact centre are evolving rapidly can be likened to juggling swords while they’re on fire,

You don’t know what you don’t know. So what can you do to find out what you don’t know, so you can take steps to start to know it?! This is one of the biggest challenges many contact centre leaders are faced with. Knowing what initiatives to prioritise first, is next in line. Will the

It’s become quite evident that customer experience is a top priority for the majority of organisations, and the reason is simple: better customer experiences increases revenue — resulting in higher profits. Find out how to improve your customer experience with the latest industry trends. So,

Times are changing and in the midst of a pandemic, employee engagement has revealed itself to be a key driver of success. You’ve probably mentioned this to the execs at one stage or another while pleading your case, that at the core of a ‘truly great customer experience’, is the agent. It’s so

Which contact centre KPIs are still relevant in a digital era? There may come a time when you notice things in your contact centre aren’t going as smoothly as they should. Rather you notice employees are unhappy, customers are unhappy and overall operational performance is suffering. Or, maybe

In a time of unprecedented change, businesses must learn to transform and adapt to capture and retain the attention of their customers and employees. Perpetual technological advancements, paired with an increasingly disrupted world is accelerating the pace of change, making it harder for

I started working in the contact centre industry in 1998. It feels like a lifetime ago, and while many things have changed drastically in that time, there are also many things that have not. Namely, the strategic value placed on the contact centre by its parent organisation (or lack thereof).

Changes, the ones that we are electing to make and the ones we’re adapting to are happening at a pace that few of us could ever have anticipated. Even the Change Superstars amongst us can get caught up in running from task to task, doing what needs to be done next. So how do we give ourselves

Workforce Management has always been considered a ‘dark art’, and with good reason. The unique blend of science, instinct and influence is somewhat similar to walking the plank blindfolded, with your legs tied together, holding an excited puppy who won’t stay still. Over time, we WFM nerds

With the global spread of COVID-19, companies and people everywhere are unsure of what’s next. For some industries, COVID-19 has resulted in numerous redundancies, companies shutting down, and a general sense of anxiety for the workforce at large. In other industries, workload and burnout is at