We’ve all been there – calling a contact centre, going through the automated system, pressing copious buttons, and having to answer numerous security questions in response to a computer voice. The...

As the working from home trend continues to grow, it’s important to equip yourself with effective strategies to thrive in this new dynamic. Whether you’re managing agents who work remotely, or you...

If you work in a contact centre, then you will probably be having a regular huddle, which is very different to a cuddle! Each team comes together for a few minutes, usually in the morning, or at...

More magazines are sold in September than any other month of the year. After the summer people look to the future and want to...