The Contact Centre Manager Handbook to Agent Happiness
The contact centre Manager Handbook to Agent Happiness – Evaluagent A guide by Evaluagent for leaders and managers in the…
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What does the Contact Centre look like in 2016?
What does the Contact Centre industry look like in 2016? Business is entering into the ‘age of the customer’. Expectations…
Gamification Whitepaper for Contact Centres
Gamification Whitepaper for Contact Centres – Find out how gamification immediately boosts agent morale, increases efficiency in the contact centre,…
Transforming the Culture in the Contact Centre
The Generation Game – How can gamification transform the culture of today’s multi-generation contact centre? Three distinct generations – There…
Contact Centre Agents Almost Half Feel Undervalued
Contact Centre Agents Almost Half Feel Undervalued – New survey identifies key reasons for problems in UK contact centres In…
EvaluAgent: Is your Back Office becoming an Organisational Backwater?
EvaluAgent: Is your back office becoming an organisational backwater? Article by Michelle Dinsmore Traditionally, the customer-facing contact centre is the…
Can you afford NOT to change your contact centre culture?
Do you ever feel like you’re constantly fire-fighting? Your team is de-motivated and morale is low, leading to poor customer…