Agent Engagement

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

Millennials and Gen Z employees are growing in influence of work organizations and cultures, especially call centers and customer service. According to a 2016...

In my last post, I offered five tips to reduce your new-hires’ training jitters, while increasing their knowledge retention and engagement. The following are...

While a successful employee advocacy program can boost your company’s credibility, visibility and even revenue, the reality is that many companies attempt to launch...

What does it take to improve agent satisfaction and retention? Today, one of the key topics of discussion in most contact centers is the high...

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...

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

I’m sure many of you, like me, are fans of “Saturday Night Live” or “SNL.” One of my favorites was Mike Myers as the...

What is it that makes the agents in certain contact centers especially enthusiastic about their jobs and more committed to delivering a high-quality customer...

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

Employee engagement continues to top the lists of management challenges—and with good reason. It’s a complex issue that directly influences the business—positively or negatively—through...

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...