Performance Improvement in the Contact Centre: A Guide

All too often, contact centre agents are treated as disposable. There’s a ready supply of labour, after all, and frontline workers come and go. Isn’t that how it’s always been?   As well as creating a negative atmosphere for your employees and taking its toll on their mental health, this approach is fast becoming incompatible with…

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The power of a clear, concise and captivating MI report

Whether I’m trying to get to Barnard Castle, or understand how to get better at my job, I need some guidance to understand the roads / steps I need to take to get to my end point – my goal. These days, I use my iPhone for travelling because I like the simplicity of the…

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Never underestimate the power of constructive feedback!

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 many times do we tell the actual shop assistant,…

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