AGENT COACHING MONTH: KPIs That Prove ROI in Customer Experience and Retention
Agent coaching has long been recognised as a critical driver of service quality, yet many contact centres still struggle to demonstrate its tangible business impact. With budgets under scrutiny and performance expectations rising, senior leaders are demanding clear evidence that coaching investment translates into better customer outcomes and stronger workforce retention. The answer lies in […]
Designing for Everyone: A guide to the inclusive design principles
By Henny Swan, Director at TetraLogical Nearly a decade after their publication in 2016, the Inclusive Design Principles (IDP) remain one of the most enduring frameworks in digital accessibility. They were created to bridge an important gap that still exists today, between meeting technical accessibility requirements and creating digital experiences that truly include people of all disabilities. […]
AGENT COACHING MONTH: Embedding coaching into daily agent workflows
Agent coaching in contact centres has tended to follow a familiar pattern: scheduled sessions, post-call reviews and periodic performance discussions. While well intentioned, this approach often struggled to keep pace with fast-moving customer interactions and the realities of high-volume, multi-channel environments. However, leaders attending the Contact Centre Summit are shifting away from episodic coaching and […]