Workforce optimization

Father Christmas’ contact centreAICloud Contact Center, CCaaS, Remote Working, WFHCX, Customer Experience, Customer Service, SupportWorkforce optimization

Looking inside Father Christmas’ contact centre

With the number of sleeps until the big day dropping fast, Father Christmas and his team are flat out getting ready for December 25th. Customer service is central to Santa’s success, so we trekked to the North Pole to find out more. After dodging the polar bear guards, we sneaked a behind the scenes look at the man in red’s…
Helen Billingham
December 14, 2023
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