Posts in Contact Centre Management

call queue management

Call queue management methods to reduce average wait time

October 14th, 2021 Posted by Contact Centre Management

Consumers are increasingly frustrated with the time spent waiting in call centres queues. Read our 7 tips for reducing waiting times.

crisis management

What to consider when reviewing your contact centre’s crisis management plan

January 29th, 2021 Posted by Contact Centre Management

With recent events fresh in your mind, now’s the time to review and update your crisis management and contingency plans.

contact centre trends

Contact Centre Trends: where and how will you work in 2021?

December 18th, 2020 Posted by Contact Centre Management

Working trends, technology trends and customer trends in our new world. See how things will change for businesses and contact centres.

cloud contact centre

7 reasons to level up to a cloud contact centre

October 26th, 2020 Posted by Contact Centre Management

Your existing setup might be making your team’s job more difficult than it needs to be. Here are 7 reasons to upgrade to a cloud contact centre.

best practice for working from home

Best Practice for Working From Home

August 18th, 2020 Posted by Contact Centre Management

We share insights into contact centre best practices for working from home that can boost agents’ engagement and productivity, and your business resilience.

Onboarding contact centre agents

Contact centre agents onboarding: inducting staff for a positive employee experience

July 17th, 2020 Posted by Contact Centre Management

There’s nothing worse than finding a great employee, only to lose them within months. The right onboarding process makes all the difference.

Self-care ideas for contact centre agents

Remote Control III: Four self-care ideas for contact centre agents

July 2nd, 2020 Posted by Contact Centre Management

You’ve got your team working from home while keeping your customer service standards humming, but how are your agents coping?

Contact centre agent dashboard

Remote Control II: Custom dashboards help agents monitor activity and metrics

June 19th, 2020 Posted by Contact Centre Management

Connect your agents with your contact centre work from home model fast, using highly configurable dashboards for real-time monitoring.