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Can we make it work?

When it comes to dismissing an employee, there are right and wrong ways to go about it. Get it wrong and you could find yourself in an Employment Tribunal.

The power of names and why they matter? So, what’s in a name? At times, quite a lot! When we name things – especially things as fundamental as the jobs and activities we do for a living – we tell ourselves and the world something about how we regard that activity and ourselves.

Over the past few years, we have heard the term ‘Super Agent’ increasingly mentioned. With technology reducing the requirement for low level agent customer interactions, more emphasis is being put on developing skilled representatives who are able to deal with more complex enquiries and scenarios which require the human touch.

Who’d work in a contact centre when “everyone’s angry”?

Microsoft recently released some research that received lots of media attention including the BBC News