Planning a Safe Return to Work in the Contact Center
Even as coronavirus cases continue to surge around the world, the rollout of COVID-19 vaccines has more companies planning for the eventual transition back to the physical workplace in some form. After nearly a...
Coming Back Home… to the Office
Last year has been one of the craziest years for contact centers and more changes are on the way. If your contact center is like most, you are not able to continue work-from-home any...
4 Measures to Implement Social Distancing for On-Site Contact Center & Customer Service Agents
Work from home is the most effective form of workplace social distancing, as advised by governments and public health organizations. However, a snap poll conducted during a recent Gartner cohort of over 50 service...
Beware… Five Signals of Customer Care Burnout!
Are your contact center agents increasingly late for work or calling in sick? Are quality and productivity declining while error rates and customer complaints escalate? Do bad moods and negativity dominate the contact center?...
Promote Better Work-Life Balance in the Contact Center
Although there is some difference of opinion about exactly what the term “work-life balance” means, Dolly Parton, in her classic comedy “9 to 5,” gave a great definition of what it is not:
Workin’ 9...
The Digital Workplace
No one can deny the remarkable impact that mobile technology has had on consumer behavior. Texting has displaced phone calls and email as the preferred communication channel among millennials, and social media has emerged...
A Few Findings from Our Work Environment Survey
When you get down to it, the “big things” affecting agent job satisfaction rarely differ from one organization to the next. Wherever an agent works, the majority of time will be spent answering customer...
