Agent Engagement

Remote agents have become the standard operating model for contact centers across North America. During the COVID-19 pandemic, remote work was the only viable...

I have always fostered this statement in the headline with my clients. Your staff, if happy and content, will help you reap the benefits...

If you’ve worked in a contact center for more than five minutes, you’ll have heard someone say, “It’s all about people.” Yet, despite this...

American healthcare organizations, for- and non-profit alike, are engaging in a tricky balancing act between cost management and patient satisfaction. Management must ensure efficient administration...

Face it, employers. No matter how many pizza parties you throw, inspirational speeches you give, and flexible work schedules you offer, a good share...

Bloomberg Law reported in February 2025 that CIGNA will tie executive compensation to customer experience (CX) Net Promoter Scores. Certainly, part of that will...

The technology and best practices for contact centers have rapidly changed over the years. And one of the biggest was the rapid shift of...

This month, Dina kicks off the top 5 by sharing her insights on how benchmarking across industries allows for the discovery of innovative solutions...

Maintaining high levels of employee engagement is crucial in the high-pressure world of call and contact centers. Engaged agents are more productive and more...

One of the most fundamental principles of doing business is having a set of brand values that define the company and resonate with the...

“We now accept the fact that learning is a lifelong process of keeping abreast of change. And the most pressing task is to teach...

If you have ever attempted to coach a contact center agent with 10-plus years of experience, then you already know that it is a...

One of the big myths about working remotely versus working remotely/on-premise, like in the contact center, is on corporate/company culture. That if you aren’t...

The pandemic period has proven something really important for contact centers, and that is that Work From Home on scale is a huge win....

When it comes to managing your contacts, the days of the rolodex and the spreadsheet database are far behind us. Today’s business landscape calls...

Serving business-to-business (B2B) customers is similar and yet different from serving business-to-consumer (B2C) customers. Both types rightfully demand excellent customer experiences (CXs) on the...

“Rewritten by machine and new technology/And now I understand the problems you can see” Video Killed The Radio Star (The Buggles) No, video did not kill the...

In this month's most-read posts, our authors offer insights on how the contact center agent's role has evolved and become more complex, how best...

“That looks crazy!” I thought, watching a TV performer spin a plate on top of a pole. Then he added a spinning plate to...

“Now that we’re working from home, no one else (in the company) knows who we are,” said a veteran contact center agent during one...