Agent Engagement

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...

We all know that creating positive customer experiences requires highly engaged employees. The link between employee engagement and overall organizational success has been proven...

In The 7 Habits of Highly Effective People, Stephen Covey articulates this habit so clearly when he asks the reader to picture ... their...

A few thousand years ago, Aristotle articulated a simple truth when he wrote: Well begun is half-done. The first step, the step most often...