Leading with Compassion
Be a Person, Not Just a Manager: Leading with Compassion Life has a way of intruding on even the best-laid plans. Illness, grief, burnout, family crises, and other personal challenges can affect anyone, including the most reliable and dedicated members of your team. How you respond as a leader in these moments defines not only […]
DigiDesk Introduces Integrated VoiceBots for pre-call ID&V and other Solutions
Contact centre agents often spend the first few minutes of each call going through identification and verification (ID&V) – i.e. confirming the customer’s name, date of birth, account number, or other personal details. While this is essential for compliance and security, it’s also time-consuming and adds to the average handling time (AHT). But what if […]
DigiDesk Introduces AI-Powered Quality Monitoring and Compliance
Customer feedback isn’t just a metric — it’s a mirror. It reflects the quality of your service, your team’s engagement, and your brand’s integrity. But how effectively are you using that mirror to refine and improve agent performance? Whether the feedback is glowing or critical, directly connecting agents with what customers are saying can create […]
How Customer Feedback Can Transform Agent Performance
Customer feedback isn’t just a metric — it’s a mirror. It reflects the quality of your service, your team’s engagement, and your brand’s integrity. But how effectively are you using that mirror to refine and improve agent performance? Whether the feedback is glowing or critical, directly connecting agents with what customers are saying can create […]
10 Proven Ways to Build Agent Confidence
In today’s competitive, fast-paced world, customer-facing teams are under more pressure than ever. In sales, support, or service roles, confidence is the secret ingredient that turns average agents into outstanding brand ambassadors. Confident agents don’t just solve problems—they build trust, close deals, and create unforgettable customer experiences. So, how do you cultivate that confidence? Here […]
Why Call Centre Motivation Matters
Customer service teams are the frontline of any business. They’re often customers’ first interaction, shaping impressions and resolving issues. Because of this, their motivation directly impacts customer satisfaction, brand perception, and overall business success. A motivated team is more engaged, responsive, and solution-focused. When agents feel supported and appreciated, they bring energy and positivity to […]
A Game Changer for Staff Retention and Morale
In today’s competitive landscape, businesses must focus on a happy and engaged workforce, especially in contact centres. Addressing agents’ well-being and investing in their professional growth is vital. Clear career paths can enhance staff retention, boost morale, and improve business continuity. The key question is: are you doing enough to support your agents’ career advancement? […]
The Importance of Text Analytics
A lot of people start the day by saying “Alexa, turn on Radio Two”. In fact, many of us rely on AI-powered VoiceBot technology to make everyday tasks easier and faster, whether it’s asking Google for directions or asking Siri to return a missed call. AI (artificial intelligence) voice technology has entered our lives and […]
What is Workplace Mindfulness?
What is Workplace Mindfulness? In today’s fast-paced work environment, we can easily become overwhelmed by emails, meetings, and tasks, often operating on autopilot and missing the present moment. Workplace mindfulness offers a way to transform how we work and how we feel about our work. Workplace mindfulness involves focusing your attention on the present moment […]
Mitigating Toxic Behavior in the Workplace
The recent allegations against MasterChef presenter Gregg Wallace have again highlighted the critical importance of workplace conduct. This serves as a potent reminder for employers and HR professionals to proactively address such issues, empowering them to maintain a healthy work environment. This case illustrates the challenges employers’ face when managing workplace dynamics, especially where senior […]
