workforce optimisation Archives

Blog

4 July 2025

Built like an F1 team: The future of contact centres

This weekend, the roar of engines returns to Silverstone for the 2025 British Grand Prix. As Lewis Hamilton makes his first home appearance in Ferrari red, and Lando Norris aims…

Joseph Murfin

Blog

18 October 2024

Ready for the Rush: How to Prepare Contact Centres for Seasonal Demand

Are you just coping, or are you opportunity-grabbing? As contact centres tentatively turn their heads…

Joseph Murfin

Workforce Management (WFM) for Contact Centres

Blog

11 June 2024

Transform Your Back Office with Effective Workforce Management

Calling customer support and encountering long wait times, frequent transfers, and unresolved issues is incredibly…

Eleanor Morden

Blog

16 April 2024

Why Your Next Customer Service Hero Might Be a Bot (And Why That’s Great!)

The world of contact centres is undergoing a seismic shift, reminiscent of a revolution. It’s…

Eleanor Morden

Blog

13 February 2024

How to boost contact centre agent engagement for higher productivity

Many companies realise that happy, engaged employees lead to better customer experiences. So they make…

Eleanor Morden

Blog

12 February 2024

How to Develop Empathy-Centric Customer Service in Contact Centres

In today's instant-answer world, taking time to truly understand someone’s perspective may seem old-fashioned or…

Eleanor Morden

AI for contact center employee wellbeing

Blog

7 February 2024

Contact Centres Get an Agent Wellness Upgrade

Working in a contact centre can be a high-pressure job. Employees spend hours on the…

Eleanor Morden

Blog

30 January 2024

A Look Inside Cirrus’ Workforce Optimisation Solution

Imagine a world where every customer interaction is handled with precision, where every call, chat,…

Eleanor Morden

Blog

23 October 2023

C-Suite Perspectives on AI in Customer Service: New Industry Report Unveils Trends

Artificial intelligence (AI) is transforming customer service, but how confident are top executives in its…

Eleanor Morden

Blog

18 October 2023

Mastering Quality Management in Contact Centres

Quality management is a critical aspect of any contact centre's success. Whether it's providing exceptional…

Eleanor Morden

workforce optimisation

Built like an F1 team: The future of contact centres

Ready for the Rush: How to Prepare Contact Centres for Seasonal Demand

Transform Your Back Office with Effective Workforce Management

Why Your Next Customer Service Hero Might Be a Bot (And Why That’s Great!)

How to boost contact centre agent engagement for higher productivity

How to Develop Empathy-Centric Customer Service in Contact Centres

Contact Centres Get an Agent Wellness Upgrade

A Look Inside Cirrus’ Workforce Optimisation Solution

C-Suite Perspectives on AI in Customer Service: New Industry Report Unveils Trends

Mastering Quality Management in Contact Centres

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