The idea of remote work has been increasingly popular in recent years across various businesses. The ability to run a call centre from the convenience of your home has become a possibility thanks to technological innovation and the demand for flexibility. However, this shift has a unique set of difficulties. In this article we will…

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.

It’s fair to say that, in many cases, remote working was an unwelcome imposition on contact centres in early 2020. That said, many have since embraced the model because of the cost saving and employee wellbeing benefits it offers. If you initially viewed remote working as a temporary measure, but are now considering it a…

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…

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…

Times are tough right now. You’ve resolved the technical challenges of your team working from home: laptops, work phones, systems and technology, but now there’s a new challenge… Keeping your agents motivated and recognising great performance remotely.  One way you can do this is through positive reinforcement. Many consider positive reinforcement as the most powerful…

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…

This article originally appeared on Business Matters. With staff from many businesses now working from home, and customers having increased opportunity to engage with companies and different brands, customer support workers will be increasingly stretched. Throughout the ongoing challenges of the COVID-19 pandemic, businesses are particularly reliant on their customer service teams to provide a…

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…

Due to the government advice that people should currently be working from home wherever possible, many companies have been experiencing a completely new way of working. This can be a very challenging time if remote working hasn’t been fully embedded in your company before, particularly when it comes to maintaining service quality, for example. In…