Agent Experience

Why should you go out of your way to show your appreciation to employees beyond Customer Service Week? I can give you three good reasons right off the bat: One study found that a full...

The events of 2020 have shown us how everything can change practically overnight. Most people are now accepting that change will continue to happen. The ability to navigate and execute in an era of...

Earlier this year, the Harvard Business Review published 11 trends they believe will shape the workplace in 2022 and beyond. These trends acknowledge a key reality for many employers right now: as the U.S....

This month, our top blog posts are all about the people in our industry. Our authors share insights on everything from agent hiring and coaching, to creating a diverse, equitable, and inclusive culture and...

Analytics, namely the analysis of data such as through software tools to obtain meaningful and actionable insights, is central to the contact center. And contact centers collect a bounty of information from a growing...

According to Gallup’s recent polls, 87% of employees worldwide are not engaged. Think about that for a moment—that’s a staggeringly high number. If 50 people work in your contact center, that’s like saying only...