Hot Trends Impacting Contact Centers: Employee 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...
Why Is Engagement Important?
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...
5 Ways to Win with Gen Z Workers
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 Center Skills & Roles Evolving
Contact centers are in the midst of significant strategic and technological changes that will have a lasting impact on the workforce. The explosion of...
Making the Millennial Connection: Leading Your Agents
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...
What’s the End You Have in Mind?
In The 7 Habits of Highly Effective People, Stephen Covey articulates this habit so clearly when he asks the reader to picture ... their...
Does Your Credit Union Need a Merger to Deliver Omnichannel Service?
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...
Quick Tip: Act on Employee Feedback
Berlin Packaging has a long history of business success, which its leaders attribute largely to its focus on employee engagement and a culture of...
Making the Millennial Connection: Culture
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,...
Author Q&A: First, Engage Yourself
We all know that creating positive customer experiences requires highly engaged employees. The link between employee engagement and overall organizational success has been proven...
Leveraging the Voice of the Employee to Improve Engagement
Enough with the big survey event! If you’re looking to improve employee engagement (and who isn’t, these days?), a simple annual questionnaire doesn’t cut...
Quick Tip: Consider an Internal Advocacy Program
Employee advocacy can be very impactful if there is a really clear and articulated business case for the program, and if every element of...
The Value of Communities
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...
5 More Tips to Boost Engagement During New-Hire Training
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...
Answering the Personnel Call: Four Ways Contact Centers Can Enhance Agent Recruitment and Retention
While the competition for top talent intensifies across the business landscape, contact centers often feel the impact more than most. Top-performing contact centers require...
Elements of an Employee Advocacy Program
If you are considering rolling out an employee advocacy program, there are a few critical core elements that need to be in place to...
Practice Forgiveness
Have you heard of The Golden Rule? It’s common English phrasing is: Do unto others as you would have them do unto you. The Golden Rule,...
The Changing Landscape of Employee Engagement
Millennials and Gen Z employees are growing in influence of work organizations and cultures, especially call centers and customer service. According to a 2016...
9 Things My Latest Book on Employee Engagement Lacks
To keep my latest book—First, Engage Yourself—short enough to read over, say, a long lunch, I omitted nine things. 1. Buzzwords and Wonky Terms...
Improving the Agent Experience
Customer-centric brands have put considerable time and resources into honing their ability to track, understand, manage and differentiate the customer’s experience. Now business leaders...
