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
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,...
Happy Employees Don’t Just Happen: Here’s How to Create Them
Happy employees are the best kind. They work hard, keep customers loyal, and stick around to help your organization accomplish its mission. You definitely...
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,...
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
When I think about employee engagement, I relate it to a culture that includes things like trust, purpose, empowerment, development and recognition. We will...
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...
Creating Career Paths for Agents
There is no doubt that technology has accelerated the pace of change in contact centers. Yet when it comes to the human element, some...
A New Approach to Employee Engagement
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...
Improving Contact Center Operations: Happiness All Around to a “T”
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”...
Quick Tip: Give Agents a Voice in Process Improvement
Despite the growing popularity of the collaborative corporate culture, the more traditional directive model is still common today. In a directive organization, leaders give...
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...