Rewards & Recognition

On August 20, 2011, guitarist, singer, songwriter, actor and television host Glen Campbell released his sixty-first album entitled Ghost on the Canvas. It was intended to be Campbell’s final studio album following his being...

According to Bain & Company, organizations that excel at customer experience grow revenues 4%-8% above the rest of the market. Often, companies don’t understand how customer experience and customer service differ or how they...

Happy Customer Service Week! No doubt you’ve already planned a week-long celebration for your customer care team that includes daily activities and recognition for their dedication and hard work. If you need a few...

Do you have a culture of retention or turnover? Do your employees feel like they are on a progressive journey, or that the foot they’re putting forward is halfway out the door? Here are...

Show your staff appreciation for the important work that they do! Customer service professionals work diligently all year to protect and enhance your brand. One week every year is set aside to recognize and...

In appreciation... A dream doesn’t just happen. It takes determination, hard work and a “stick with it” mentality. This describes our long-time editor, Susan Hash. Susan and I began working together in 2000. By 2008, I was “retired,”...

We all know that customer experience (CX) is vital to the success of any business. But many leaders don’t realize that the key to a great CX is an excellent agent experience. Yes, that’s...

In today’s world of social media, digital self-service, chatbots and AI, your frontline customer care agents are the voice of your brand and your customers’ touchpoint to humanity. It is more important than ever...

The expression “take a bow” is defined by the Merriam-Webster Dictionary as “to bow toward an audience that is applauding. It is often used figuratively to say that someone deserves to be praised.” Much...

In the contact center, recognition for a job well done does wonders for boosting morale and motivation. Research by the Society for Human Resource Management (SHRM) has confirmed that effective recognition programs also have...