Agent Experience

We’ve analyzed quality assurance (QA) from every possible angle: scoring models, calibration sessions, and compliance metrics. But how often do we look at QA...

Contact centers are uniquely vulnerable to bullying and harassment, a critical set of issues which this article will explore. The consequences are clearly seen...

If everything worked, customers would rarely get in touch. The contact center catches what other processes and departments drop. Even the simplest contacts, such as...

Retailers are under increasing pressure to meet customer demands for seamless, 24/7 service, as noted in a recent report by Mintel, “US Evolutions in...

Today’s economic, political, and social climate can best be described as a full-on storm, what with inflation, costs, unemployment rates and changing labor supply,...

Contact centers are facing a wide array of environmental, financial, operational, and regulatory challenges. Examples include, but are not limited to: Budget pressures. Evolving customer expectations. Staffing...

If you’ve worked in a contact center for more than five minutes, you’ll have heard someone say, “It’s all about people.” Yet, despite this...

November is here and with it comes Thanksgiving – a time to gather, share, and express gratitude for the year’s harvest. Even when things...

Personalization is key when attracting both customers and employees for a very simple reason. Selling and recruiting is about them, and their wants, not...

Contact center representatives shape an organization’s reputation in today’s contemporary business world. They represent the brand through millions of interactions and can influence the...

Workplaces vary dramatically, and the disputes that arise on a construction site are different from those in a surgical center or in a faculty...

Today’s job market favors candidates, with more job openings than people to fill them. For contact center leaders, this presents an additional challenge: dedicated...

Almost every company my firm does business with offers a post-interaction survey, especially if they have a contact center. I will almost always respond...

Across the board, workforce participation remains below pre-COVID-19 pandemic levels. According to the U.S. Chamber of Commerce, 1.7 million Americans are missing from the...

In today’s workforce, as remote work becomes increasingly common in contact centers, we are confronted with the absence of once-familiar workplace relationships and the...

Just as a symphony’s harmony is only as strong as its weakest instrument, in a contact center, a customer’s satisfaction is intricately tied to...

Call centers know that a stellar customer experience (CX), whether it’s servicing customer issues or calling a potential buyer, is critical for generating positive...

Customers demand more from customer support than ever before, and many call centers have struggled to answer the call. With turnover rates increasing, call...

I’ve worked in the contact center ecosystem since 1981. For much of that time, this publication has been my number one source for industry...

Contact center wait times have tripled due to high turnover, the ease of switching jobs remotely, and lonely customers, Bloomberg reported. Even as we emerge...