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Forecasting for the contact centre is tough. Understaffed businesses can result in long wait times for customers and leave agents frustrated and even unmotivated. Customers may be forgiving of [...]

Modern contact centres use gaming science and psychology to increase agent productivity while reinforcing positive behaviours. This “gamification” incents and recognises agents, motivating them [...]

Superb contact centre agents are unique in many ways. In other roles, desired skillsets often are distinct and distinguishable—you may want someone who’s assertive, not passive. Or [...]

When it comes to delivering a superior customer experience, superior agent training is key. Without it, companies suffer from disempowered or disengaged agents, an inflated number of call [...]

If the holiday season is the most financially significant time of year for your company, then it’s also the busiest time for customer interactions in your contact centre. Whether customers [...]

Gamification’s ultimate goal might be superior customer experiences resulting in more satisfied and longer-term customers, but the way it does this is through modern agent engagement that [...]

Do you believe luck plays a significant part in your own career? What about the role luck plays in driving positive business results for your contact centre? A recent simulation by two Italian [...]