Guillaume Delroeux

Call Centers, Ford & Toyota; What do these 3 have in common? More than...

Henry Ford is widely considered to be one of the fathers of mass production and standardization. At the beginning of the 20th century, faced with the challenge of producing a large quantity of cars at an affordable price, he (along with Frederick W. Taylor)...

How to decrease turnover in your contact center!

Image credit: Pexels It’s not unusual to see attrition rates between 30% and 45% in contact centers, typically much higher than in most departments of an organization. These high rates can have a negative influence on: Employee engagement and the company’s reputation. Customer experience...

An opportunity to transform contact centers

The status quo has been completely undone: staff working from home for the first time, more contacts with less resources, or too much staff with less contacts. It is a moment of truth. How businesses and contact center leaders respond to these challenges in this...

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