Why call centres need to stop promoting the wrong people
CX Leadership

Stop promoting the wrong people!

Its something a lot of call centres are guilty of but there is a reason we need to stop promoting the wrong people – its killing your business. Often the best call centre agent is the one getting a promotion into a team leader role, but they are numerous reasons why that could be the worst choice.

virtual call centre training
Skills & Training

Virtual call centre training: The way of the future

New technologies continue to challenge conventional thinking – we explore an emerging trend of virtual call centre training. With the increasing prevalence of work from home agents the traditional learning and development model will need to change and virtual call centre training offers a new choice.