In contact centres, the effectiveness of Workforce Management (WFM) relies significantly on one factor: training. While WFM systems promise to simplify operations, forecast needs and improve efficiency, their potential can only be realised when complemented by reliable training programs. Let us explore why investing in training is indispensable for maximising WFM effectiveness and how it
Navigating a career path in the dynamic environment of a contact centre can be both challenging and rewarding. This is further expanded over the transition from starting as a contact centre agent, to developing the skills needed for higher roles, like a contact centre manager. Starting Your Journey: The Contact Centre Agent Essential Skills for
Embarking on a new career in a contact centre is an exciting yet challenging prospect for newcomers. The contact centre environment demands a unique set of skills and a resilient mindset. To assist in navigating this dynamic journey, here are five essential tips tailored to set individuals up for success in their new roles. Familiarize
In today’s data-driven world, the role of an analyst in a contact center is pivotal. These professionals play an essential role in shaping customer experiences and driving business strategies. McKinsey reports that the effective use of contact center analytics can help to increase self-service usage by up to 20 percent, cut employee costs by up
