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Agent empowerment is vital to contact centre success. Empowered agents deliver better service, stay longer, and improve the customer experience.

How you treat the agents matters! Use the following six essential people skills steps to engage agents and make their daily work experience full of meaning and importance to the business.

As with any economic downturn, the current situation will have positive and negative impacts on how organisations manage and deliver customer service. Taking a step back and looking at overall operations – and how technology supports them – is vital for making the right decisions moving forward.

I’d like to talk about The Grinch. Whether it’s the character from the 2018 or 2000 movie or the 1957 book, we know him as the cynical and bad-tempered creature who can’t stand Christmas, tries to steal it and generally puts a dampener on all things jolly and festive.

Hybrid working also offers efficiency and productivity gains. There’s clearly the chance to right-size office space but contact centres can now also be more flexible.

As we move forward with new hybrid ways of working, agents, managers and businesses will face fresh challenges. How can they successfully navigate these changes and deliver service that delights customers, while retaining and nurturing staff?