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Latest Articles
How Workforce Planning Drives a Better Customer Experience
Discover how Workforce Planning goes beyond scheduling to create a people-first approach that drives exceptional customer experiences in contact centres.Read article »
How to Set KPIs for Call Centre Team Leaders
How to set the right KPIs for Call Centre Team Leaders to drive success in your business with examples, stats and best-practice tips.Read article »
Latest Podcast
What is CX Maturity?
Learn why having a mature CX strategy matters, what a CX maturity curve is, and the three core drivers of CX maturity (and why the order is important!).Listen now »
Latest Glossary Terms
Overflow Calls
Overflow calls are defined as customer calls that cannot be initially handled by the primary call centre workforce.Read More »
Employee Pulse Checks
Employee pulse checks are short, frequent surveys that measure employees' sentiments, engagement levels, and overall workplace experience.Read More »
Upcoming Courses & Events
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November 2024 Customer Journey Mapping
Gain all the skills, tools and support you need to start Customer Journey Mapping in the November 2024 Customer Journey Mapping training...View event > -
November 2024 Retail and Hospitality Sales and Service PRO
The November 2024 Retail Sales & Service PRO course teaches premium customer service and sales skills to frontline employees in a 3 x 3-hour sessions online/virtual...View event > -
November 2024 Inbound Phone Sales Professional
Improve your employee's sales conversions and customer service skills in this November 2024 Inbound Phone Sales Professional training course designed for all...View event > -
Psychosocial Hazards and Workplace Integration
This is your chance to network and gain invaluable insights, share experiences, and collaborate with fellow leaders who are just as passionate about creating safer, healthier...View event > -
November 2024 Retail Essentials
The November 2024 Retail Essentials training course teaches customer service and sales skills to employees in a short, live 3 hour online/virtual...View event >
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