People, process and technology are the three core elements of great contact centre performance. The Contact Centre Helper Spring Survey, in partnership with RingCentral, gives unique insights that show how … Read more “Are You Delivering Excellent Customer Service?”
It’s easy to think that (as individuals) we haven’t got the influence to make a change. But lots of what we see as small conversations and actions can make a … Read more “Let’s Keep Talking: Why We Should Always Make Time To Connect”
ContactBabel recently launched The 2020-21 UK Contact Centre Decision-Makers’ Guide, based on surveys with 233 UK organisations and 1,000+ interviews with UK consumers. The findings of ContactBabel’s research are reported … Read more “2020-21 UK Contact Centre Decision Makers Guide”
Watch the preview video to see what you’ll read about in this blog: Employee productivity and engagement has long been on the minds of corporate leaders as they seek to … Read more “Keeping a Workforce Virtually Engaged and Productive”
Watch the preview video to see what you’ll learn from this blog: Early on in my career, I worked as a manager in a firm of a call centre that … Read more “How Leaders Contribute to Building a Responsive Business”
Watch the preview video to see what you’ll learn from this blog: The disruption that has faced businesses today is unparalleled in our lifetime and is causing many organisations to … Read more “The Need for Strong Change Management”
Today we are fully engaged in a globalised world. While this can be advantageous for the economic growth of your business, it also invites a new age of problems. You … Read more “How to Manage a Team in Multiple Locations”
Check out the video preview to see what this blog’s about: The pandemic situation is putting extraordinary pressure on company culture this past few months. A set of shared values, … Read more “Company Culture in the New Normal – Taking the Right Turn”
As I used to tell my staff and have written here in earlier blogs, every business is in the people business. Those people groups are comprised of your customers and … Read more “Best Practices for Supporting Staff through Difficult Times”