Agent Engagement

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...

Working on a major holiday is tough for anyone. Your agents’ bodies may be in the contact center, but their thoughts and hearts will...

As with practically all improvement activities, an engaged staff starts with the right hires. Passion is a requirement, but it needs to be driven...

Do you ever feel like it’s impossible to keep great talent in a customer support environment? You’re not alone! Leaders all over the globe...

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,...

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,...

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...

When I think about employee engagement, I relate it to a culture that includes things like trust, purpose, empowerment, development and recognition. We will...

Successfully transforming into a customer-centric culture requires agent buy-in. Anna Convery, CMO & EVP Strategy at OpenSpan recommends getting agents more engaged in customer...

There is no doubt that technology has accelerated the pace of change in contact centers. Yet when it comes to the human element, some...

Albert Einstein defined insanity as ”doing the same thing over and over and expecting different results.“ Business books rarely start with quotes from Einstein or...

The contact center environment can be hectic—you probably have don’t have much time or patience for a third-party outsourcer telling you how to “transform”...