Agent Engagement

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...

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...

I’m sure many of you, like me, are fans of “Saturday Night Live” or “SNL.” One of my favorites was Mike Myers as the...

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...

Millennials and Gen Z employees are growing in influence of work organizations and cultures, especially call centers and customer service. According to a 2016...

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...

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...

Berlin Packaging has a long history of business success, which its leaders attribute largely to its focus on employee engagement and a culture of...

Despite the growing popularity of the collaborative corporate culture, the more traditional directive model is still common today. In a directive organization, leaders give...