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A recent survey by Sanderson and Neale reveals that the Welsh Contact Centre Industry leads the way in having the most engaged, switched on and loyal staff!

The survey across a representative sample of WCCF members provided some interesting food for thought. Not surprisingly, the main complaints for a demotivated workforce included:

• inadequate training
• poor recruitment and induction techniques
• lack of leadership

Luckily, Welsh contact centre workers appeared the most empowered, motivated and enthusiastic for both their jobs and their companies.

Presumably the importance of training and development, recognition and rewards for strong performance and efforts, a clear vision and strong management techniques, has led to a positive working environment in which the creation of a skilled and motivated workforce with customer-centred approaches is to everyone's satisfaction. And not a rubber chicken in sight!