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. […]
Improve employee experience by supporting learning
Blogging is to writing what extreme sports are to athletics.
Andrew Sullivan
Employee retention strategies: it’s within your control
Navigate through employment retention strategies to find your organisation’s best solutions to boost retention. […]
Optimising productivity in contact centres
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. […]
How risk management software can support your business to grow and reach its goals
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. […]
Coaching or training? (And why it matters when you’re managing compliance)
Contact centres often confuse training with coaching. We explore the differences between the two and how they can help improve your compliance management. […]
Contact Centres: The ‘no-time-to-coach’ approach is costing you dearly
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. […]
Avoiding the Great Resignation in your contact centre: leaders need coaching too
By investing in your leaders you’ll build capability, help your people flourish and can avoid the great resignation. […]
The keys to employee retention: strong management and the power of checking in
Contact centres can take purposeful, consistent and practical steps with existing employees to improve the employee experience – and improve retention.
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Conduct risk examples: how to mitigate the risk with culture, coaching and visibility
What is conduct risk, and what are conduct risk examples? To better understand conduct risk and how to tackle it, we have compiled a list of conduct risk examples and looked at what factors can help mitigate different types of conduct risk. […]
Can technology help to manage conduct risk?
Managing conduct risk continues to be a priority for organisations. The worst examples of improper conduct on the part of employees or leaders have seen organisations brought to their knees and serve as cautionary tales for today’s enterprises. […]