Business Systems UK’s Will Davenport explains how EIM (Enterprise Information Management) can help solve a major issue frustrating Call Recording users… Continue reading Working out the Call Recording Conundrum →

Advances in analytics and AI are pushing the barriers for Workforce Management (WFM) and Magnus Geverts at Teleopti, a Calabrio Company says it’s time to act now to take advantage of new initiatives, starting with a data-infused WFM strategy for better human interactions and superior customer experiences… Continue reading A 5-point plan for the new era of Customer Experience Intelligence →

Cyber Security Month aims to teach ‘cyber hygiene’ tips to consumers— but companies need to scrub up too, because contact centres can have dark corners where fraud festers. Continue reading Cyber Security Month: How clean is your contact centre? →

As companies embrace digital possibilities to empower their workforce and re-define the customer experience, Magnus Geverts takes a closer look at what’s next for WFM. Here, he explores how self-scheduling technology is raising the bar for employee autonomy, ushering in a new era of contact centre freedom… Continue reading Welcome to the new world of self-scheduling for frontline employees →

You might already know of Maslows Hierarchy of Needs, used across the world to show the different stages of human needs from survival all the way to self actualisation. Well, we’ve revamped Maslows Hierarchy of Needs to relate to employee engagement and the levels of motivation within a workplace. Continue reading How to motivate disengaged team members with tips for employee engagement →

Self-scoring, self evaluations, self reflection, whatever you call it, it’s the process where your front-line employees mark their own work, listen back to their own calls and evaluate their own performance against the same guidelines used by the quality team… Continue reading Top tips for introducing agent self-scoring evaluations →