In the fast-paced world of customer service, contact centre agents need more than just technical skills to thrive. A successful agent should possess a range of soft skills, also known as interpersonal skills, to provide exceptional customer service, build rapport, and handle challenging situations with grace. This article will explore the top five must-have soft…

Every day, call centres handle an enormous volume of customer interactions – traditionally via phone calls, but increasingly via email, chatbots or social media too. With this volume of exchanges, you can see it’s vital to get one thing right: customer service. Many organisations have developed their own unique definitions of customer service to reflect…

You’ll be in good company

From AI to Analytics and everything in between, we’ve been busy finding out what the Contact Centre must haves are for 2023! As the world continues to evolve and change, it’s important to regularly assess your systems and make any updates as necessary to insure you’re keeping up with the latest trends and technology that will take your business to the next level.

You’ll be in good company

Holding effective 1:1 coaching sessions with agents is known to have a huge impact on employee motivation. In a recent survey, more than half of customer support workers said they wanted more communication and feedback yet inconsistencies across large teams are common. One supervisor may have created their own coaching form, whereas another could simply…

One-to-ones are a fantastic tool for improving agent performance, activity and engagement. But, you don’t get all that time for free.  Every one-to-one you run takes an agent away from frontline customer interactions for a period of time. And, of course, any team leader will tell you that the process of scheduling, preparing for, running and…

There’s no doubt about it – One-to-Ones are one of the foundational pillars of strong contact centre performance.  Without a clearly defined commitment to One-to-One sessions with your frontline agents, you have limited opportunity to identify improvement areas, provide targeted coaching and improve agent performance over time. You’ll also starve your agents of the recognition and support needed for…

One-to-ones are an essential but far too often overlooked part of the Quality Assurance and Performance Improvement Cycle. One-to-one meetings between managers and employees are often one of those things that everyone agrees is important, but that get nixed during busy periods. This article outlines why you should always make time for one-on-ones, even if it makes…