With nowadays technology, it is as easy to have staff working remotely as to have them all under one roof. While it may be trickier to create a sense of belonging, having remote agents brings businesses significant savings as companies no longer need to pay for office space. Continue reading
In 2015, the sales of the LEGO Group reached US$2.1 billion (NZ$3 billion), making it the largest toy company in the world in terms of revenue. Each year, its contact centres deal with 1.8 million calls and emails worldwide across 3 sites. Continue reading
Call quality monitoring should be at the heart of process improvement in contact centres. It will, of course provide you with invaluable information about people’s experience when they call you, but also with wider-ranging data such as requirements for training programmes, assessing whether your equipment and systems are delivering what your business needs, and ways to motivate your staff. Continue reading
If you are a contact centre manager, one of your biggest headaches is probably how to retain staff in an industry where turnover is notoriously high. Each time an employee leaves, knowledge goes with them, and new members need to be trained, costing the company money and quality of service. Continue reading
While most staff want to do well and are hard workers, you will occasionally harbour a few employees who are work shy. Recognising the tricks of the trade and what they may do to delay taking the next calls is essential. Read our article to find out how to spot those problems. Continue reading