Let’s focus in 2022 on the opportunity we have, as professionals, to drive improvement, whether in planning, insight, or customer experience. These articles will inspire you, with a new outlook on the challenges we face at the moment, and what this might draw out of us, as we dare to step forward in our roles. Focus on learning: if we stand still, we will find it even harder to adapt. Explore some of the popular topics and approaches in our Learning Academy. Find out about our 2022 Award Finalists and how they achieved success.

Using game mechanics motivates and engages call centre employees seamlessly while aligning employee behaviours to company goals — which results in improved employee retention, performance, customer satisfaction and profitability. 

There is no doubt employee engagement has never been a higher business priority—especially for contact centers. The necessity to quickly move from a primarily on-premises to remote workforce due to COVID-19 caught many companies off-guard.

2021 was our year for Unlocking Opportunities. Doing more of what we do well is a great opportunity that we don’t always fully exploit. One of the most valuable things we can do is put time aside to reflect on what has gone well. When things go wrong we are quick to review, so that we can learn from our mistakes. We are not so good at learning from our successes. If we can repeat and build on our successes then that has to be a good thing. As we come to the end of 2021 it is time to look back on what we have done well, so that in 2022 we can do it again only better.