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...

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,...

Happy employees are the best kind. They work hard, keep customers loyal, and stick around to help your organization accomplish its mission. You definitely...

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”...

Despite the growing popularity of the collaborative corporate culture, the more traditional directive model is still common today. In a directive organization, leaders give...

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...

Gen Z is known as the fastest-growing workforce in America right now. And although many employers might feel daunted by the influx of new...

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...

Capitalism loves consolidation, and credit unions are no exception. Callahan & Associates’ creditunion.com reports there were 1,121 credit union mergers in the past five...

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