Keeping employees engaged, motivated and happy in their roles is a challenge for all industries, but this has proved to be extra tricky in contact centres. With call centres experiencing a higher than average staff turnover rate of between 25% and 35%, it’s safe to say that there is work to be done. A key…

What level of a hierarchy does your organisation have? There will likely be at least some level of hierarchy as very few places work in an entirely ‘rank’ free environment. That’s not a bad thing. Hierarchy creates a structure to work within, it provides layers of accountability and it (when done well) casts a safety net, protecting…

On Tuesday 17 January our latest webinar featured QA and Coaching Specialist, Chris Mounce, who was joined by Contact Centre veteran and founder of FAB Solutions, Garry Gormley to discuss employee engagement in the contact centre. In this session, Garry looked at how employee engagement has shifted since Covid and how we as operational leaders…

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.

The holiday season is upon us! And for all EvaluAgent users, we’re delighted to be able to bring you an early gift in the form of a BETA release of… Badges! Our first step towards greater Gamification inside EvaluAgent, and a brand-new feature designed to recognize and reward agents when Evaluators believe they have gone…

We recently surveyed over 300 respondents to understand current behaviours and find out how organisations are planning on optimising the performance of their contact centres and their strategic priorities for the year ahead. 

You’ll be in good company

We’re super excited to formally announce the release of One-to-Ones and Actions. The latest innovation in our Quality Assurance and Performance Improvement platform and the next natural step for Contact Centres looking to have more impactful One-to-Ones with frontline teams.  Studies have shown employees who have regular One-to-Ones are 3x more likely to be engaged than their peers…

You’ll be in good company

We’ve likely all had jobs where we weren’t recognised for the work we put in. Remember how that felt?  Did it inspire you to work harder for the organisation that employed you? Or did your performance stagnate, knowing that whatever you did would make no difference to your esteem or position in the company? Recognition…