Implementing the best customer service practices should be a priority for companies across all business sectors, not least because they play an integral role in client satisfaction levels and how people will view the organization. Research shows that around 80% of consumers say they would look to take their business elsewhere if they have more than [...]
Call centers are the beating heart of a business. They’re essential for maintaining strong sales and customer service elements, providing a direct connection to your customers. But call centers have a significant risk of staff being absent, which is something that can have a detrimental effect on a business. Known as a ‘no call, [...]
Managing a call centre during busy hours can be challenging, but it’s important to take steps to get it right. After all, the consequences of a poorly managed call center during peak hours can be extensive, impacting staff morale, customer satisfaction, and ultimately the profitability of the business. A build-up of requests, long customer [...]
Your customer service agents provide a direct link between your business and your customers. They are there to provide support and assistance, ensuring problems are dealt with quickly to leave customers satisfied. But the life of a customer service agent isn’t always an easy one. The nature of the job means that agents often [...]
Employee wellbeing is not just a buzzword; it's critical for organisational success. In an age where the boundaries between work and life feel more blurred, focusing on your employee's wellbeing to make sure they are happy and productive has never been more important. An employee wellbeing survey allows your business to get an understanding [...]
As remote work becomes integral to businesses worldwide, it’s essential that businesses understand the experiences, challenges and needs of their workforce. This remote work survey delves into the intricacies of working from home with over 40 questions that will help you unlock meaningful insights that will: Help you understand the tools and tech requirements of [...]
Without the right feedback, your team won’t reach their potential. An employee appraisal is a critical tool in delivering that. It allows both the manager and employee to have a constructive conversation and reflect on the last year, identifying strengths and areas of improvement. This employee appraisal template gives managers a framework to: Measure [...]
The rise in popularity of remote working has created new challenges for employers and business managers when conducting employee appraisals. There’s more physical distance between them and the employee, which studies have shown can impact a manager's ability to assess performance, and there’s also a little less trust due to it being more difficult to monitor [...]
Just a few years ago, the concept of full-time remote working seemed to be an unrealistic fantasy. However, a recent BBC study found that 44% of workers want to continue working from home in the future, and many would seek employment elsewhere if they were not given the chance to do so. As such, it's clear [...]
Remote work has a lot of benefits, but some downsides come with it. Statistics show that many professionals who work from home will experience burnout at some point, suggesting that more than three-quarters of your employees could be in the same position. Though not always a direct cause of burnout, having a manageable workload [...]