Can quality assurance have an impact on employee engagement? The benefits of high levels of employee engagement have long been understood. In fact, that so-called “wonder drug” has high correlations not just with customer satisfaction, but, through that to business success. Research even shows this is not just an arbitrary correlation: a positive attitude to…

As you’ll be fully aware, engaged employees are better for business. With higher levels of productivity, higher retention rates (therefore less recruitment costs) and improved levels of customer satisfaction, employee engagement is a key factor in the success of businesses, especially ones that operate with large volumes of customer service roles. Thinking of ways to…

You might already know of Maslows Hierarchy of Needs, used across the world to show the different stages of human needs from survival all the way to self actualisation. Well, we’ve revamped Maslows Hierarchy of Needs to relate to employee engagement and the levels of motivation within a workplace. Take a look, and if you…

When a business has high levels of employee engagement, they will see a range of great benefits, from increased productivity to higher levels of customer satisfaction. A happy employee is more committed to their employer and willing to put in extra effort to get results. A recent article published by Forbes revealed that highly engaged…

Every contact centre has an array of challenges to face week in, week out. Whether management are battling to improve efficiency, reduce call handling times or simply better the customer experience, there’s always something to tackle. On top of the usual challenges, many contact centres face high staff turnover. It’s quite common for high attrition…