How to attract and retain Generation Y employees in the call centre industry
The call centre industry employs over half a million people in the UK, and many of these are of the Generation Y era. But what does this mean for call centre employers? (more…)







Background noise is a real problem in many call centres. The noise is transmitted down the phone to the customer and your agents can find it difficult to think. So what possible solutions are available? 
In the run-up to our Workforce Management Reference Guide we will be publishing a series of articles about the subject. This week we ask our panel of experts for their tips on getting the best out of Workforce Management Technology.
Absence is a big problem across the industry. It seems particularly acute on a Monday morning. In some call centres up to 10% are absent at any one time.
David MacLeod explores the benefits and drivers of employee engagement in the workplace and shares his top tips to help call centres inspire their agents to deliver great customer service. 











