Contact centres

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Less than two-thirds of customer service agents say they are satisfied in their role and more than a third are looking to leave their...
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Disengaged employees cost organisations between $450 and $550 billion annually, according to research from The Engagement Institute...
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American sociologist and academic, Arlie Hochschild created the term 'emotional labour' in 1983 to describe the things that service workers...
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Back in 2012, the aptly-named US discount store, Target thought it had delivered the data insight equivalent of throwing a dart and hitting...