Justin - Contributing Author on CX Central

Is there a link between employee friendships at work and staff engagement?

The link between employee friendships and staff engagement

August 27, 2015 Last Updated: November 25, 2019
Justin

Having good friends at work is often seen as a positive but is there any link between employee friendships and staff engagement? A recent study looks at the link, and the important distinctions between having friends and teammates in the workplace.

Stop promoting call centre agents

August 25, 2015 Last Updated: January 7, 2020
Justin

It’s a common call centre career path but there are some compelling reasons why you need to stop promoting call centre agents into Team Leader roles.

4 Innovative ideas to recognise employees

August 25, 2015 Last Updated: January 5, 2020
Justin

We reveal 4 innovative ways companies celebrate their employees that go above and beyond the standard reward and recognition programs.

Why ongoing training is critical for success in call centres

Why ongoing contact centre training and development is critical for success

August 24, 2015 Last Updated: November 24, 2019
Justin

Most companies realise an induction program is critical, but ongoing contact centre training and development can be even more fundamental for long term success.

How call centre scheduling can improve employee engagement

The benefits of call centre scheduling for agents

August 24, 2015 Last Updated: December 16, 2023
Justin

Discover the critical link on how call centre scheduling can lead to a happier, more engaged workforce by following this one crucial tip.

Virtual call centre training: The way of the future

August 21, 2015 Last Updated: January 6, 2020
Justin

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.

3 Tips on how to re-engage call centre employees

August 20, 2015 Last Updated: July 12, 2020
Justin

If you’ve got some disengaged employees these three expert tips will help you re-engage call centre employees and get things back on track.

How to improve performance with gamification in call centres

August 19, 2015 Last Updated: December 16, 2023
Justin

Gamification has become a popular tactic for modern companies using elements of games to unlock rewards through performance in the workplace. Gamification is well suited to call centres as our article explains and we’ve got three tips to get you started.