Are your agents fresh and focused for each call?

It’s Monday morning in the contact centre and after a quiet weekend, the calls are pouring in. The wall board is flashing a large queue and all hands are to the pump. Wrap time is being squeezed, call text is scant and agents are feeling the pressure. Sound familiar? Here Carolyn Blunt shares her experiences with us. (more…)






You’re about to go in front of the board and you’re looking to get their approval to enter in to a customer experience improvement programme. Natalie Calvert explores how you should make your case.
On your marks, get set, go!











