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2021 Predictions

2021 Predictions

Readying your contact centre for the new year It’s been a tough 12 months. COVID has knocked societies and economies for six and created challenges aplenty for business leaders. It’s also delivered a timely reminder of the critical role contact centres play in...

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Recruiting agents who’ll stick around: 5 tips

Recruiting agents who’ll stick around: 5 tips

High employee turnover rates are common in contact centres and understandably so. Outbound sales isn’t for everyone and nor is working nights and weekends, as many do in long hours centres. Cranky customers can also take a toll on motivation and morale over the long...

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