methodology-how-we-work-contact-centre 
Stella Connect
JANUARY 10, 2022
Want to increase your contact centre team’s performance? As we all know, contact centres have high staff turnover especially after the festive season due to a number of reasons, such as: employee absence without leave, poor attendance, late coming, and call manipulation, which all result in performance management related issues.
CSM Magazine
FEBRUARY 17, 2022
A shift to hybrid working has also forced brands, who hadn’t done so already, to digitally transform, increasing the speed of technology adoption. We will see brands build on their successes (and learn from their failures) to create better experiences for their customers. These challenges will continue in the year to come.
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CSM Magazine
MAY 25, 2023
Here they explain the importance of effective training and development for contact centre staff. We elevate our service delivery by investing in their training and development as well as pioneering in impact sourcing across Africa to invest in the future of the region and elevate our people to new career heights.”
CSM Magazine
SEPTEMBER 11, 2023
Scott Doherty, WFM Consultant at Sabio, elaborated on this, stating: “Every operation and every organisation is different — what works for one business won’t necessarily work for another.” And at our WFM Community Day we talked about both,” Paul McCluskey concluded.
CX Journey
AUGUST 11, 2016
I recently caught up with Olivia McMillan , who manages a team of 35 agents handling 16,000 interactions per month in what REA Group calls its Customer Experience Centre, to ask her how the principles of lean thinking are exemplified within the business. I know all three are crucial to REA Group’s Customer Experience Centre’s success.
CSM Magazine
NOVEMBER 19, 2019
The role of the Customer Service agent is expanding as organisations realise their contact centre houses valuable skills that can be utilised across the business. Direct customer interaction often starts in the contact centre. We consider training to be crucial to attracting and retaining our customer service agents.
Eptica
NOVEMBER 16, 2017
Date: Thursday, November 16, 2017 We Are In Denial About Omnichannel Engagement Being A Done Deal. In other words, the mix of voice, text and occasional video communications, resourced within contact centres, which serve both online and offline customers. Have we really cracked this challenge?
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