Hybrid Working

The 3 business benefits of focusing on your agents

Published on: June 25, 2021
Author: Pauline Ashenden - Demand Generation Manager

Looking after your agents has always been important to successful customer service. However, the pressures of the pandemic and remote working have brought it centre stage.

Successfully managing the shift to hybrid working

Published on: June 04, 2021
Author: Pauline Ashenden - Demand Generation Manager

The switch to hybrid/blended working provides contact centres with opportunities to become more flexible and efficient while accessing a greater pool of talent. But competition to retain agents is likely to be fierce...

The benefits of building emotional intelligence in your team

Published on: April 30, 2021
Author: Pauline Ashenden - Demand Generation Manager

The pandemic and lockdowns have increased the focus on the human side of customer service, and particularly, the need for agents and organisations to develop emotional intelligence skills to meet their own and customers’ changing needs...

5 areas to focus on for agent wellbeing

Published on: April 01, 2021
Author: Pauline Ashenden - Demand Generation Manager

The pandemic and remote working has increased the importance of understanding and supporting the mental and physical wellbeing of contact centre agents. But how can you best meet the challenge?

Building the hybrid contact centre with Microsoft Teams

Published on: March 05, 2021
Author: Pauline Ashenden - Demand Generation Manager

Moving forward the needs of customers – and customer service staff – are changing radically. How can contact centres transform successfully?