Agent Engagement

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,...

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...

You would expect to see a feature article about trends at the beginning of the year. We did that. But things shift quickly in...

There is no doubt that technology has accelerated the pace of change in contact centers. Yet when it comes to the human element, some...

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,...

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

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

When you think of brands that deliver service that “wows” customers, an automotive aftermarket parts and accessories business may not be the first thing...

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...

If you are considering rolling out an employee advocacy program, there are a few critical core elements that need to be in place to...

Employee advocacy can be very impactful if there is a really clear and articulated business case for the program, and if every element of...

Contact centers are in the midst of significant strategic and technological changes that will have a lasting impact on the workforce. The explosion of...