Training your contact centre staff is essential to conveying your brand’s message, delivering outstanding customer service, create a knowledge base in your company and motivating your staff. However, for many contact centres, training is limited to learning how to use systems and listening in to calls next to a more experienced agent for days. Continue reading →

First things first, what is shrinkage? Shrinkage is the amount of time an employee isn’t available to work during paid time. As far as contact centres are concerned, this means not being able to take calls. 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 →