Call-Center-Inside-View-Feature

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...
Agent Engagement and the Customer Experience

Agent Engagement and the Customer Experience

What does it take to improve agent satisfaction and retention? Today, one of the key topics of discussion in most contact centers is the high...
Contact Center Trends - Employee Engagement

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...
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...
Key Drivers Contact Center Agent Engagement

4 Key Drivers of Agent Engagement

What is it that makes the agents in certain contact centers especially enthusiastic about their jobs and more committed to delivering a high-quality customer...
Practice Forgiveness

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,...
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...
First Engage Yourself Book Excerpt by Zane Safrit

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...
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...
Author Q and A

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...
Employee Advocacy is Rooted in Call Center Culture

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...