Five ways to improve contact center agent engagement

5 Ways to Improve Engagement

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

In this month’s Inside View column, Berlin Packaging’s Senior Manager of Business Development and Strategy Paul Mansour discusses how the company’s rapid growth through...
Contact Center Executive Outlook on Employee Engagement

Contact Center Executive Outlook on Employee Engagement

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...
Five tips for leading millennial customer service agents in the call center

5 Tips for Leading Millennials

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...
A common cause of customer service new-hire turnover in contact centers

Quick Tip: Show Appreciation for Agents Working Holidays

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

Create an Environment that Fosters 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...
Fostering Loyalty with Customer Service Professionals

Fostering Loyalty with Customer Service Professionals

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...

10 Survival Tips for Call Center Agents in 2016

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,...
Time Flies When You're Having Fun

Time Flies When You’re Having Fun

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,...
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Inside View: Pacific Life

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...
Unlock Your Employee Engagement Potential

Unlock Your Employee Engagement Potential

When I think about employee engagement, I relate it to a culture that includes things like trust, purpose, empowerment, development and recognition. We will...
A common cause of customer service new-hire turnover in contact centers

Quick Tip: Give Agents a Voice in Customer Initiatives

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...