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Reward & Recognition

12 January 2012
Using gamification in your call centre
Regardless of whether or not you like video games, you must acknowledge their role in shaping the behaviours of the new generation of workers. To ignore their effect will be detrimental to your business, says Morgan Lynch . Indeed, gamification can be used to incentivise and motivate your contact centre employees and boost performance.
12 October 2011
Quality management is flawed. But it can be rescued...
In a packed session at Call Centre and Customer Management Expo , Guy Fielding from consultancy Horizon2 told delegates that every quality management programme in place in the UK is of questionable value. He went on to explain that this is because they do not have a basis that allows any consistency. Current methods are too subjective and rely on systems that have ‘always been in place.’
01 August 2011
Engaging employees to increase performance
In the current economic climate and in the face of high staff turnover, it’s now more important than ever for call centre managers to maximise the performance of their people by optimising employee engagement.

Andy Philpott focuses on the importance of incentivising staff and offers some tips for delivering staff motivation.
14 February 2011
Staff happiness is the key to success
Industry guru Paul Cooper examines the importance of treating your staff well, in order to maintain loyalty and productivity.

He examines the area of getting new staff off on the right foot, so that you keep them, reduce headcount turnover, and improve morale and job satisfaction. And the first thing to emphasise is that these points are intrinsically linked.
17 August 2010
Top ten tips for work-life balance
Sahar Hashemi gives her top ten tips for an effective work-life balance. As founder of Coffee Republic, Hashemi is a highly successful entrepreneur, and has been named as one of the five most influential Britons.
12 May 2010
Are your employees on board?
Employee engagement might not be top of the agenda in this economic climate, but there are two very good reasons why employers should stay focused on this area in 2010, says Matt Roddan. Engaged staff are far more inclined to stay with their employer.
09 January 2010
Motivating staff through tough times
I'm manager of a customer service operation supporting a retailer. The remaining 28 staff are already stressed from a tough year of job cuts and uncertainty. How am I supposed to lift morale under these conditions? Our adviser says...