Agent Retention

This month's top 5 has a strong focus on our people and how we can best support them. Jens guides us through updating our...

The profit engine of any successful call center rests on two cornerstones: retaining skilled agents and minimizing sick leave. These aren’t peripheral metrics; they...

It seems that everywhere you look these days, the conversation is focused on AI, and our most-read blog posts this month are no exception....

Transportation providers have one of the most rewarding and challenging environments in which to deliver excellent customer experiences (CXs), including through their contact centers....

Through a pandemic, the Great Resignation, and difficult economic conditions, an age-old contact center challenge has become more complex: agent retention. According to Forrester,...

The contact center agent’s job is uniquely demanding. Agents juggle rigid schedules, repetitive tasks, and interactions with frustrated or anxious customers. This makes the...

A surprising trend is emerging in the busy world of contact centers, where customer service is a 24/7 operation. New employees (agents) appear more...

For contact centers to succeed in delivering incredible customer experiences (CXs), it is critical that they map out the employee journey, from recruitment to...

For contact centers to succeed in delivering incredible customer experiences (CXs), it is critical that they map out the employee journey, from recruitment to...

Contact center professionals are, in today’s New Normal, facing multiple challenges. Chief of which is ensuring they have the right, qualified people in the...

Call centers are vital in today’s business landscape, serving as the frontline for customer interactions and support. Yet, despite considerable investment in employee engagement...

In today’s labor market, retaining agents is more difficult than ever. And it’s likely costing your contact center. Because agents have so many options, contact...

Another year, another round of hope and promise that risks being undermined by uncertainty and potential chaos. Is 2024 turning out to be “The...

The Great Resignation that characterized the COVID-19 pandemic - the timing unfortunately coincided with the retirement of Baby Boomers that the outbreak accelerated -...

Throughout the month of May, our readers have been heavily focused on the role technology plays in improving our contact centers, as well as...

Congratulations to Kathleen Peterson, author of two of the Top 5 Blog Posts for the month of April! In her first article "The Future...

It's no secret that employees are the lifeblood of any company. Without productive and committed employees, businesses would lose their competitive edge and falter....

The idiom “in demand” is defined as “greatly sought after, designed, or required by many people. Sometimes it is used with the modifier “high”...

It is a common misconception that retaining valuable contact center agents is as simple as a salary increase. Sure, salary is a key driver...

The word “turnover” can make either your mouth water or your head hurt. Blueberry turnovers are one of my favorite sweets in the summer…...