“Productivity may dip, wrap times may increase but you will need to monitor that individuals don’t let standards slip. Ensure your Team / Ops Managers work closely with your Real Time Planning Team to review performance at all levels and start...

It’s not only front-line agents who are experiencing new things. The majority of team leaders and managers won’t have managed a remote team or worked remotely themselves either. Bare that in mind when looking at where support is needed most.

We all love doing it – telling our friends and family about the shop assistant who went the extra mile, the nurse who showed extra care or the colleague who promised that job would be done by 4pm, but then didn’t follow through… Grrr! But how...

Over the last few weeks we've been speaking to our customers. We’ve asked them all the same, how are they managing the move to remote working, how are their teams remaining motivated and engaged and how are they maintaining service quality...

Times are tough right now. You've resolved the technical challenges of your team working from home: laptops, work phones, systems and technology, but now there's a new challenge... Keeping your agents motivated and recognising great performance...

Care Quality Commission (CQC) was established in 2009 to regulate and inspect care homes, hospitals, doctors & dentists, social care providers and mental health services etc. They’re the independent regulator of all health and adult social care...