In the dynamic world of contact centers, innovation is crucial – and one such innovation making a significant impact is gamification. By integrating game design elements into everyday tasks, gamification transforms agent engagement and productivity, ultimately enhancing the customer experience. A landscape of stress and burnout Contact centers grapple with challenges such as high turnover…

It seems like we might be stating the obvious when we say that an engaged workforce is a more productive one – but it’s true! Staff who enjoy their jobs and their work environment are more likely to be happy and healthy, which leads to greater productivity and better outcomes. Ensuring your workforce is engaged…

Taking care of your employees’ well-being will improve their engagement and effectiveness. Employee engagement surveys successfully measure, monitor, and improve your workforce’s health and well-being. But how productive are they, and why do you need to use them? What are Employee Engagement Surveys? Employee engagement surveys are questions intended to gather detailed information about employees’…

You’ll be in good company

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…

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.

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