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…

What motivates agents to do a good job? How can contact centres get the best out of their frontline – even when they’re working remotely? How can we stand out when increasing numbers of businesses are competing on CX? Contact centre leaders around the world have been asking themselves these questions as COVID-19 continues to…

Employee engagement is a hot topic at the moment – especially within fast paced environments like contact centres. Agents have to deal with many frustrations during a shift, including difficult customers, heavy workloads and unpredictable IT systems. All of these things have a sizeable impact on their ability to deliver a great customer experience. We…

It’s not only front-line agents who are experiencing new things. The majority of team leaders and managers won’t have managed a remote team or worked remotely themselves either. Bare that in mind when looking at where support is needed most. EvaluAgent CEO Jaime Scott says; “The current remote working scenario is a chance for managers…

“Productivity may dip, wrap times may increase but you will need to monitor that individuals don’t let standards slip. Ensure your Team / Ops Managers work closely with your Real Time Planning Team to review performance at all levels and start any conversations early with supportive measures put into place.” Richard Lancaster, Head of CQC…

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,…

Over the last few weeks we’ve been speaking to our customers. We’ve asked them all the same, how are they managing the move to remote working, how are their teams remaining motivated and engaged and how are they maintaining service quality throughout this period of uncertainty and unrest. Oh, and to share some tips they’d…

Care Quality Commission (CQC) was established in 2009 to regulate and inspect care homes, hospitals, doctors & dentists, social care providers and mental health services etc. They’re the independent regulator of all health and adult social care in England, making sure these services provide people with safe, effective, compassionate, high-quality care. Given the industry they’re…

Working remotely as a customer support team has its own unique challenges from being office based. However, neither your agents nor your customers need to suffer. Not all team leaders will have experience in managing a team that’s in a different location, and spread out in multiple locations. There will be a number who will…