Andrew Sullivan
YakTrak co-founder Brad Thomas has over 25 years’ experience in people development and he has a whole playbook of great motivational techniques to lift employee engagement and improve contact centre employee satisfaction. […]
Examining employee experience trends and why continuous investment in people will never be out of fashion. […]
In today’s “employees’ job market” your people can choose who they work for. Companies that don’t deliver a better employee experience will lose out and struggle to attract the talent they need. […]
Navigate through employment retention strategies to find your organisation’s best solutions to boost retention. […]
This was going to be called “Smooth Operators.” But there’s already a computer game called “Smooth Operators: Call Center Chaos!” Apparently it’s so tricky to run a good call centre that there’s a game about it. […]
Uncertainty is an ever-present problem for businesses, making risk management software an essential tool that can help your business navigate a range of risks and ultimately support its growth strategies. […]
Contact centres often confuse training with coaching. We explore the differences between the two and how they can help improve your compliance management. […]
Contact centre working environments are changing rapidly. YakTrak’s COO Brad Thomas explores how leaders are managing high attrition, high call queues and low service levels and unpacks the keys to connected leadership. […]
By investing in your leaders you’ll build capability, help your people flourish and can avoid the great resignation. […]
Contact centres can take purposeful, consistent and practical steps with existing employees to improve the employee experience – and improve retention.
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