A lot of work goes into building a high-performing team. It’s easy to find sound-bite advice about how to motivate your employees and improve contact center employee engagement, but it’s important to begin with the right foundations. Herzberg’s Motivator-Hygiene Theory says that employees need two different types of factors to…

As digital technologies continue to transform our world it can be a challenge to keep up with the changing face of contact centre technology. Every industry and business is adapting to new technology and the contact centre industry is no different. Contact centre software has made many processes redundant and…

In the latest in our series examining retention in contact centres we turn our attention to employee experience trends, including the future of employee experience and why continuous investment in people will never be out of fashion. It goes without saying that the last couple of years have changed the…

Good intentions aren’t enough Commonly, there are two scenarios that lead to people development strategy failure. Scenario 1: Organisations start out with good intentions, outlaying significant investment in offsite training and change programs, but then don’t follow through consistently. This means that training becomes an event, not a journey. Scenario 2: Leaders are given…

There are many benefits to lifting employee engagement, but businesses often don’t consider how employee engagement can be an essential element of enterprise risk management. In this post we’ll explore the ways improving employee engagement and satisfaction can increase compliance with regulations and legislation, helping businesses reduce legal, reputational and…

A culture that supports learning YakTrak’s latest series about retention in contact centres examines the key drivers of retention. Here we focus on learning and how developing a learning culture at your contact centre can help improve employee experience. We’ve all had or heard of the experience of starting a new job that makes big…

Taking control While you may not be able to control all the reasons people leave, there are varying employee retention strategies that you can implement now to mitigate and reduce attrition. The main reasons people may leave your organization are widely published. Highly stressful environment, mismatch on job fit, lack of recognition…

Call centre chaos In today’s blog post, I planned to talk about how tools, processes, systems and contact centre software can help create a productive call centre. I was going to call the blog post “Smooth Operators.” But guess what? There’s already a computer game called “Smooth Operators: Call Center Chaos!” …

Running a contact centre can be hard. Leading teams, juggling deadlines, monitoring performance, attending meetings, reporting on budgets and recruiting new team members can all put pressure on contact centre management… and the work for team members can be hard, stressful, repetitive and boring. …