Andrew Sullivan
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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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. […]
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. […]
At YakTrak, the team is back on board after a well-deserved holiday break. YakTrak COO looks at what’s coming up this year. […]
It’s the start of a new year and with that comes time to reflect, refocus and reset your employee performance objectives and associated performance development plans. […]
At this time last year, we toasted to what would surely be a better, easier, healthier year. What a fizzer that turned out to be. However, it goes without saying that it’s worth looking at the positives. […]
Many major Australian employers have moved to a hybrid working model allowing employees to split their time between their home office and the corporate office – but how can businesses progress their employee development ideas and programs in a hybrid environment? […]
The 70:20:10 rule implies that 70% of employee capability is learned on the job, 20% is learned from peers and leaders and 10% is learned from formal training programs. The sure fire way to ensure your people are learning the right things on the job is with regular coaching. […]