Agent Engagement

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...

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...

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 millennial generation (those born between 1980 and 2000) has been described as the most high-maintenance workforce to date, but it can also be...

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...

Interaction with the staff is important in most any leadership position, but it is absolutely critical in a contact center. The agent’s job success...

In my last post, I offered five tips to reduce your new-hires’ training jitters, while increasing their knowledge retention and engagement. The following are...

To keep my latest book—First, Engage Yourself—short enough to read over, say, a long lunch, I omitted nine things. 1. Buzzwords and Wonky Terms...