Agent Engagement

You would expect to see a feature article about trends at the beginning of the year. We did that. But things shift quickly in...

A few thousand years ago, Aristotle articulated a simple truth when he wrote: Well begun is half-done. The first step, the step most often...

Contact centers are in the midst of significant strategic and technological changes that will have a lasting impact on the workforce. The explosion of...

I think it’s safe to say that millennials are a force to be reckoned with. Often referred to as “Generation Disruption,” their influence on...

In The 7 Habits of Highly Effective People, Stephen Covey articulates this habit so clearly when he asks the reader to picture ... their...

Berlin Packaging has a long history of business success, which its leaders attribute largely to its focus on employee engagement and a culture of...

If there is one thing that Alorica’s VP of Talent Acquisition Teri Morse believes is the “secret sauce” for attracting and retaining millennial employees,...

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

Employee advocacy can be very impactful if there is a really clear and articulated business case for the program, and if every element of...

I always find it interesting to talk with leaders of customer-centric companies about the strategies and practices that contribute to their success. Lately, I’ve...

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...

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