How many of us have felt that workplace communications have been a little too heavy on the ‘top-down’ variety?   This can feel especially true in contact centers, particularly for agents, who are often on the receiving end of comms from management, team leaders and evaluators. It can make the employee experience feel rather one-sided and…

The contact center has never been an easy place to work, but with more channels than ever and high customer expectations, the agent’s role is increasingly under more pressure.  So how do you combat these demands, prioritize agent wellbeing and prevent agents from becoming disengaged?  It might sound like a lofty task, but there is…

Contact centers are notorious for having higher-than-average staff turnover rates. Someone leaving the business isn’t always a bad thing, but it can be an expensive and resource-draining process when you have to keep starting over.  But what if you could turn things around, with proactive measures that reach agents in danger of quiet quitting?  ‘Quiet…

Like it or not, the remote contact center revolution is in full swing on both sides of the Atlantic. The pandemic tore up the old rules of working and now flexible, hybrid models are here to stay. But are you ready to manage a distributed team? Out of sight, can you guarantee your agents still…

The last few years have seen a huge shift towards remote contact centers. While there are plenty of benefits for companies and employees alike to enjoy, a remote workforce can be a double-edged sword.  Communication doesn’t happen as organically, visibility is significantly reduced and it’s more difficult to gauge who’s excelling and who’s struggling. But…

It’s beginning to look a lot like… predictions season! With customer expectations shifting, technology advancing and contact centers in high demand, there’s a lot to consider for 2024. Whether it’s ever-evolving tech stacks, or a renewed focus on agent wellbeing, contact centers will have their work cut out for them if they want to ensure…

It’s a fast-paced world out there for gambling operators. Not only is there plenty of competition, but there’s a raft of strict regulations to ensure you’re acting responsibly for your customers.   Since agents are at the forefront of customer interactions, their engagement with and knowledge of the rules is not only important for success, but…

In the dynamic world of customer service, contact centers play a pivotal role in delivering exceptional experiences to customers. However, the high-pressure nature of the job can sometimes lead to burnout and decreased morale among agents. This can result in a chain reaction with far-reaching consequences: impacting customer interactions, escalating agent turnover rates, and amplifying…

IIn the fast-paced, ever-evolving world of customer service, we’ve all come to realize the immense power a single interaction can hold. In this digital age, customers are more informed, more vocal, and have a wider platform to share their experiences. A single negative online review can significantly impact business and stop prospective customers in their…

At our recent Agent Engagement Summit, people from all over the world gathered to hear expertise from some of the world’s leading minds on contact center trends, technology and tactics. Backed by data, the keynote speakers shared their insights to help tackle some of the big challenges facing the industry today – here are some…