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 cost of agent turnover and the subsequent need to improve...
Changing Employee Engagement in the Contact Center

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 Bureau of Labor Statistics report, the median age of an...
The Value of Communities

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 noticed that there is one thing that almost every leader...
Millennial Contact Center Company Culture

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, it’s having a welcoming, supportive company culture. She should know—millennials...
Leading Millennial Contact Center Agents

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 the modern workplace is hard to deny. In recent years,...
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 this digital economy—and when it comes to customer expectations, the...
Creating Career Paths for Contact Center Agents

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 things have remained the same for decades. Agent turnover has...
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, vacation or concert. First recorded around 1800, the idiom still...
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 be with family and friends. Show your agents how much...
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 is a critical ingredient in a high-performing company. The best...
Call-Center-Inside-View-Feature

Inside View: CARiD

When you think of brands that deliver service that “wows” customers, an automotive aftermarket parts and accessories business may not be the first thing that springs to mind. CARiD is working to change that. The...
Employee Advocacy: Common Missteps to Avoid in a successful employee advocacy program at your contact center

Employee Advocacy: Common Missteps to Avoid

While a successful employee advocacy program can boost your company’s credibility, visibility and even revenue, the reality is that many companies attempt to launch one without ensuring that the key elements are in place....
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 be successful. According to Christopher Hannegan, Edelman’s executive vice president,...
A common cause of customer service new-hire turnover in contact centers

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 program is anchored in the business case, says Christopher...
Contact Center Agent Skills and Roles Evolving

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 digital channels, tech-savvy mobile consumers willing to air their grievances...
A common cause of customer service new-hire turnover in contact centers

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 shared commitment to “Being Greater, Faster.” It’s a culture that...
A common cause of customer service new-hire turnover in contact centers

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 their subordinates specific orders on what to do and how...
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 initiatives upfront by making sure that they have a voice...

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, the job becomes ever more demanding. In fact, Gartner reports...
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 the most high-performing, if you learn what makes them tick. We...
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