Partner Article: How long does it take to set up a WFM system in 2022?

A question that new injixo customers frequently ask us is “how quickly will I get up to speed?” That’s a great question!

Just like any other software application, WFM is a case of “no pain, no gain”. There’s no escaping the fact that WFM users must go through an onboarding period before they start to benefit from the system

Partner News: eGain Named as a Supplier on the Crown Commercial Services G-Cloud Framework

Categories: Library, Partner News

Partner Article: Improve Contact Centre Operations with Robotic Process Automation

Alvaria Automate™ Attended and Alvaria Automate™ Unattended allows centres to optimise normal and repetitive operational activities and automate error-prone tasks through robotic process automation (RPA) —improving accuracy, efficiency and consistency, while helping maintain compliance.

Partner Article: What contact centre agents are looking for in employers David Marshall, Regional EMEA Lead at Intradiem

Filling contact centre roles used to be easy. Full time? No problem. Temporary staff? Easy. All within 10 miles of the contact centre? Sure. But fast forward to today, and this is no longer the case.

Categories: Library, Partner News

How can data drive success?

Data-led decision making stands out in all the award categories this year. So what are the top lessons for us to learn?

Categories: Library, Data, Analytics & Insight

Shaping the future: success with scenarios in a volatile and complex world

How we deal with uncertainty and ambiguity is key to success or service. What worked yesterday won’t work tomorrow, but that doesn’t mean we need to treat each situation as a new problem. Paul Smedley explores what we can do to be ready, ‘whatever happens’.

Hear your advisors: agent wellbeing and mental health

We love to talk about innovative technologies for customers, but not so much agent attrition and an advisor’s experience. James Hughes explores the big secret!

Partner Article: eGain named a Representative Vendor in the 2022 Gartner® Market Guide for Customer Service Knowledge Management Systems

Sunnyvale, CA (October 3, 2022): eGain Corporation (NASDAQ: EGAN), the leading knowledge management platform provider for customer engagement automation, today announced that it has been named in the 2022 Gartner Market Guide for Customer Service Knowledge Management Systems.

Categories: Library, Partner News

Wellbeing: how to define your culture and operating heartbeat

Embedding a new operating model is complex and takes time, but unless you make a fresh start, you will never lose the bad habits and old working practices you wanted to leave behind.

What is an effective skills development strategy?

Upskilling is a key part of your workforce strategy, bringing together good planning, knowledge & performance with a culture that encourages development and retains talent.

Member Resources & Library

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