Why Meetings Kill Productivity
How often have you sat through a meeting and said to yourself, “what a waste of time, I could be doing something better!” If your
Turn agents into superheroes
Unlike Average Joe, a superhero doesn’t need to worry about getting their job done. Emboldened by their supernatural powers of (delete as appropriate) sight/sound/strength/flight, they
We say no to SOPA
The Stop Online Piracy Act, also known as H.R. 3261, is a bill that was introduced in the US House of Representatives in October 2011,
Introduction to leadership
Leading the team to completing the task The role of team leader is definitely not the easiest of roles, as you are still part of
Calculating Performance Metrics
The largest cost in a call centre is human resources. It is critical that a call centre is managed effectively and efficiently and also seen as
8 Tips To Motivate Agents
Customer service / technical advisers play a major part in today’s contact centres and we should never underestimate the power that they have to make or break
