Workforce optimization

leadership people skills steps to engage agentsWorkforce optimization

Essential leadership people skills steps for excellent agent experience & morale

(Guest Author: Kate Nasser, The People Skills Coach™, Author, Leading Morale) Contact centre leaders and managers often lament about the high rate of agent turnover. ContactBabel reports that agent turnover rates average 24%, but that 28% of contact centres now have to deal with attrition rates of over 30%. This is not surprising yet it is still very concerning. The…
Helen Billingham
November 20, 2023
Cloud Contact Center, CCaaS, Remote Working, WFHCompliance, PCI-DSSContact centre, Multi-channel, Omni-channelCX, Customer Experience, Customer Service, SupportDigital TransformationIntegration & OptimisationMicrosoftQuality management, quality monitoringRetailTrainingUnified CommunicationsWorkforce optimization

5 Steps to Developing a Basic Business Continuity Plan

Is your business prepared for an emergency? The COVID-19 pandemic is the most recent example of why organisations of all sizes need to consider building a Business Continuity Plan. As we continue in these troubling times, we are seeing clearly that being well prepared is critical. A Business Continuity Plan’s objective is to quite simply to do everything that you possibly can…
Larry Ekiert
August 11, 2020