Employee Advocacy is Rooted in Call Center Culture

Elements of an Employee Advocacy Program

If you are considering rolling out an employee advocacy program, there are a few critical core elements that need to be in place to...
Listen for change

Manage Change by Listening

Have you ever heard the saying, “There’s a reason we have two ears and one mouth”? I work with many companies looking to decrease attrition,...
Create an Environment that Fosters Agent Engagement

Create an Environment that Fosters Agent Engagement

As with practically all improvement activities, an engaged staff starts with the right hires. Passion is a requirement, but it needs to be driven...
First Engage Yourself Book Excerpt by Zane Safrit

9 Things My Latest Book on Employee Engagement Lacks

To keep my latest book—First, Engage Yourself—short enough to read over, say, a long lunch, I omitted nine things. 1. Buzzwords and Wonky Terms...
Call-Center-Inside-View-Feature

Inside View: Pacific Life

Agility is key to success in today’s rapidly changing business environment. No operation is more familiar with the need to quickly adapt to changes...
Time Flies When You're Having Fun

Time Flies When You’re Having Fun

WITH DEBORAH GEFTEAS “Time flies when you’re having fun” is an idiom quite familiar to anyone that has been to a great party, family event,...
Five tips for leading millennial customer service agents in the call center

5 Tips for Leading Millennials

The millennial generation (those born between 1980 and 2000) has been described as the most high-maintenance workforce to date, but it can also be...

10 Survival Tips for Call Center Agents in 2016

It’s no secret that the work of a call center agent requires saintly patience and nerves of steel, and as customer expectations go up,...
Five ways to improve contact center agent engagement

5 Ways to Improve Engagement

Universities, consultants, authors and experts all have a lot to say about employee engagement. The attention paid to this topic is encouraging, as it...
Getting Top Level Support

Executive Interaction on the Front Lines

Interaction with the staff is important in most any leadership position, but it is absolutely critical in a contact center. The agent’s job success...
Call-Center-Inside-View-Feature

Inside View: CARiD

When you think of brands that deliver service that “wows” customers, an automotive aftermarket parts and accessories business may not be the first thing...
Author Q and A

Author Q&A: First, Engage Yourself

We all know that creating positive customer experiences requires highly engaged employees. The link between employee engagement and overall organizational success has been proven...