Member Resources & Library

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Partner Article: Contact centre recruitment challenges? Focus on productivity first

Keir Woolhouse, Commercial Director at miPerform, writes about how virtually every COO/senior contact centre leader is struggling to meet their KPI/Service Level targets with the resources available to them.

Partner Article: Data, AI and automation will never replace humans. Fact

Matt Rumins, European Head of Customer Success at Intradiem, argues that while these technologies can empower humans, they neither can nor should ever replace them. 

Partner Article: Occupancy, utilization, productivity: what’s the difference?

These familiar metrics are critical to managing every contact center. And it’s vital to take them into account properly within the workforce management process. The problem is, they all sound very similar and are sometimes confused with one another. Let’s examine them one by one.

Looking beyond the contact centre

Explore pioneering approaches by planners and analysts across back office, digital, field and branch operations and see the opportunity to cross-fertilise between teams that face different challenges. How can we connect our models, with a common language and framework, to consider our resource more holistically, as digital work queues grow?

Partner Article: How to set the right service level goal in your call center

What is your contact center service level goal? Odds are, some or all of the groups are at either 80/20, 70/30 or some combination of those. They are extremely common. Do you use average speed of answer (ASA)? If so, is it 20 seconds or 30 seconds? Those are by far the most utilized ASAs. But what do these actually mean and how do you know if you have the right measure?

Partner Article: Majority of UK businesses still ill-equipped for a hybrid working future according to new survey

UK businesses are firmly committed to a flexible working future but the majority are still in the planning stage of their hybrid working projects according to a new industry survey of contact centre industry professionals.

Skills for shaping the future

The mark of a professional is that we become improvement champions and this fast-changing workplace is a huge opportunity for us to become expert learners too.

Partner Article: Call center attrition: why do staff leave - or stay?

Staff turnover is higher in the contact center than in almost any other industry. A common assumption is that call center attrition is simply a fact of life - it can't be controlled or 'fixed'. I'd like to challenge that assumption. One of the responsibilities of call center managers and team leaders is to constantly assess the reasons why people leave the center. Perhaps more importantly, it’s also critical to talk to happy staff and find out what keeps them there and constantly strive to reduce unwanted turnover.
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Categories: Library

Top intelligent automation trends to watch in 2023

By Paul Milloy, Business Consultant at Intradiem

With 2023 just around the corner, it is time to look at what the next 12 months might hold. It seems clear that some of the trends that emerged during the pandemic will continue to manifest. For example, hybrid working models have become deeply ingrained throughout society and the staffing challenges of recruiting and retaining the right people are unlikely to go away. However, there are other factors that will likely come to the fore in 2023 that may need automation technology investment to fix. 
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Categories: Library

Partner Article: Sensée’s LiveDesk hybrid working collaboration application now available through the G-Cloud 13 Government Framework

Hammersmith, London. Sensée is delighted to announce that its LiveDesk™ application to create Digital Workplaces for hybrid working front and back-office environments is now available through Crown Commercial Service’s (CCS) G-Cloud 13 Government Framework to public sector organisations.
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