How can you improve call centre call quality monitoring without spending all of your time listening in on your call operators’ conversations? It’s a dilemma faced by many call centre [...]
A typical call centre has one core purpose – to generate or protect income. It may be an outbound sales team or an inbound customer support department, but the call centre is there to [...]
A modern-day call centre is a complex environment, with communication both inbound and outbound via conventional landlines, VoIP calls, videoconferencing, social media, email, live website chat, [...]
What is Strategic Workforce Planning? There’s an easy answer, and a more complex one. The easy answer is, Strategic Workforce Planning is all about planning ahead so that your workforce is [...]