Gamification is one of the best ways to improve your agents’ engagement. But are you gamifying the right way? Read on to find out.
Continue readingIs Gamification Right for Your Contact Centre?
Gamification could help keep agents engaged and passionate about providing outstanding customer service. But is it the right choice for your organisation?
Continue readingAgent Experience as the Foundation of Customer Experience
Delivering the right customer experience starts with your agents – and here’s how to empower them to provide excellent service, every time.
Continue readingPhilippines contact centre industry: glass half full, or half empty?
Is the biggest outsourced contact centre industry in the world facing steady decline, or the opportunity to upskill their community?
Continue readingWorkforce Management’s Cloudy Future
If you haven’t considered cloud-based workforce management by now, you could be missing out on some substantial benefits.
Continue readingQuestions about the Banking Reform Incentives Programs
The new banking reform initiatives raises questions about how the incentive programs will work, and if contact centre staff will be included.
Continue readingWhen Not To Call: Outbound Call Practice
When is it not advisable for contact centres to call consumers? How can Contact Centre Managers quickly control campaigns to reflect events?
Continue readingThe Contact Centre in 2017
CCW Digital has come up with 16 things that contact centre leaders must do and Contact Center Pipeline has gathered 17 contact centre experts to share
Continue reading