Best Practice Guides

Take a look at our full range of Best Practice Guides - outstanding books that bring together highlights from our extensive online member library of best practice materials. Designed not only to inspire, but also to identify practical insight and provide toolkits and hot tips, we intend our resources to help you to raise standards across the industry. Packed with case studies, research, thought leadership and supplier listings, this is the year-round resource that contains the jewels of the year’s best practice.
You need to log in to the website to download an e-book PDF of the Best Practice Guides. Click on My Account at the top right to register or Log In.

Published on 05 April 2022

Partner Article: Workforce Wellbeing Recovery Kit at Calabrio

We all want a positive customer experience in our contact centres. Often, this can only be achieved when your staff are motivated, engaged, and experience the work-life balance they require. Companies are seeing the importance of the overall wellbeing of their staff at all levels – and there’s no one-size-fits-all approach. Calabrio’s Workforce Wellbeing Recovery Toolkit provides insights and resources to help identify common challenges and provide ideas for improvements that will positively impact employees, as well as customers. In this ebook, there are three personalised kits for:

Agents: Driving Engagements & Retention
Management & Operations Staff: Leading Teams amid Ever-Growing Complexity
CX Leaders: Powering the Next-Gen Customer Experience

In each kit, you will:

Learn about the key stressors impacting that group’s wellbeing
Receive a checklist to improve wellbeing via processes
Find a Tech Buyer’s Guide for tools to support the wellbeing and success of each stakeholder