Tag: employee engagement

Coaching agents is arguably the most critical responsibility for frontline contact center management. Effective coaching is known to foster agent engagement, reinforce and expand...

The contact center environment can be hectic—you probably have don’t have much time or patience for a third-party outsourcer telling you how to “transform”...

Absenteeism is a pain, we all know that. According to Benchmark Portal, absenteeism equates to 6.48% of all scheduled hours in a contact center....

Holiday travel provides a lot of down time (aka blog reading time) at the airport, on trains, as a car passenger. Pipeline blog readers...

A lot of companies claim to put their employees first, but few actively seek the contact center staff’s input and take action on it....

In my 25 years in the contact center industry, I have seen a lot of drama. Before I knew how to handle it, I...

If the UPMC Health Plan contact center has a wall of fame for industry honors and awards, my guess is that it has long...

When I think about employee engagement, I relate it to a culture that includes things like trust, purpose, empowerment, development and recognition. We will...

The end of August signals the end of the summer and, for many, a renewed focus on the workplace. For contact center professionals, this...

Our most-read posts in July included something for everyone—including insightful suggestions for improving employee engagement by top industry leaders; a two-step process to help...

Adriana Thompson has been drawn to customer service roles throughout her career. That is not surprising given her positive outlook, natural charisma and genuine...

Employee engagement continues to top the lists of management challenges—and with good reason. It’s a complex issue that directly influences the business—positively or negatively—through...