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Transversal Ltd
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Missed last week’s webinar with Wolseley UK or want to hear it again? Listen online at https://goo.gl/RpvjrW.

Learn how Wolseley used Transversal’s Prescience platform to:
• Increase first call resolution from 75% to 98%
• Reduce agent training times by a third
• Double employee engagement scores

For more about our partnership with Wolseley, download the case study: https://goo.gl/x2l2j7
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Scalability, flexibility, and other advantages of using cloud software in your contact centre: http://www.nojitter.com/post/240172568/managing-the-ups-and-downs-of-contact-center-call-volume
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Inadequate knowledge management leaves engineering firms "brain drained" as employees retire. "Companies must adopt creative strategies to retain the institutional knowledge that is walking out the door." http://www.eetimes.com/author.asp?section_id=36&doc_id=1331593
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Back after the long weekend and idly wondering, "What is knowledge?" Check out our definition: https://www.transversal.com/technology/knowledge-redefined
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Want greater productivity? Focus on improving your employees' engagement, rather than their happiness (which will follow too).
http://www.gallup.com/businessjournal/208487/right-culture-not-employee-happiness.aspx
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100 points to Gryffindor! How gamification can engage millennials in the contact centre: http://www.nojitter.com/post/240172558/game-on--the-gamification-of-the-contact-center
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For better performance in the contact centre, let agents share and collaborate rather than worry about numbers. https://hbr.org/2017/04/let-your-call-center-reps-collaborate
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Let employees self-serve the answers to common HR questions, while your HR staff devote themselves to complex ones. Transversal's HR Adviser saves time and increases engagement. Find out more: https://www.transversal.com/products/human-resources-adviser
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Four ingredients of a customer-centric contact centre: https://customerthink.com/running-a-call-center-with-the-customer-in-mind/. Transversal's Prescience can help you get them all.
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