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Surprising ways to motivate your contact center agents

Surprising Ways to Motivate Your Agents

I love movies. So, I was thrilled to win movie tickets as part of a contact center sales campaign back when I was an...
A common cause of customer service new-hire turnover in contact centers

Quick Tip: Show Appreciation for Agents Working Holidays

Working on a major holiday is tough for anyone. Your agents’ bodies may be in the contact center, but their thoughts and hearts will...
As leaders of the customer experience we should encourage doing your best

Don’t Worry—Be Happy

I believe that most of us are familiar with the idiom-like phrase, “Don’t worry—be happy,” from the very popular song by Bobby McFerrin released...
High Agent Turnover

High Turnover: Are Your Core Agents Suffering?

When agents leave there is a tangible and measurable cost to replace them. What cannot be measured easily is the effect of turnover on...