Tag: recognition
Engage Your Agents to Turn Around an Underperforming Contact Center
When the team is not performing at expected levels, the troops are gathered together, a rallying speech is given by the supervisor, and after...
Inside View: Aryka Berry, Origami Owl
In today’s customer experience era, the impact of a committed, people-focused culture is undeniable. Top customer-centric brands typically attribute much of their success to...
5 Ways to Win with Gen Z Workers
Gen Z is known as the fastest-growing workforce in America right now. And although many employers might feel daunted by the influx of new...
Inside View: UPMC Health Plan
If the UPMC Health Plan contact center has a wall of fame for industry honors and awards, my guess is that it has long...
Contact Center Executive Outlook on Employee Engagement
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...
Top 5 Posts in March
As we get ready to close the book on March, we wanted to make sure that you didn’t miss out on some of the...
Coffee Talk with Mark Brody
I’m sure many of you, like me, are fans of “Saturday Night Live” or “SNL.” One of my favorites was Mike Myers as the...
Coaching? Don’t Make Your Agents Defend Stupidity
I knew I was in trouble! I was driving down the highway with my lovely wife, Jana, when we spotted a traffic jam up...
Agent Retention: Closing the Revolving Door
We know that agent turnover—particularly among entry-level staff—is still the No. 1 challenge for contact centers. As Matt Stevenson, Mercer Partner and Leader of...
Create a Sales Incentive Program for Your Center in 3 Easy Steps
“Trinkets and trash!” That was the description a contact center agent used to describe their company’s sales incentive program. This company had recently mandated...
Create a High-Performing Environment
If you take a close look at thriving businesses that have built reputations for innovation and exceptional customer service, you’ll find employees who are...
5 Ways to Improve Engagement
Universities, consultants, authors and experts all have a lot to say about employee engagement. The attention paid to this topic is encouraging, as it...
Top 5 Posts in September
Take a look at our top five blog posts in September to see which topics your fellow contact center professionals were reading about: How...
Celebrate National Customer Service Week
Show your staff appreciation for the important work that they do! Customer service professionals work diligently all year to protect and enhance your brand....
Promoting a Culture of Attendance
Poor attendance is one of the top reasons for termination in a contact center. According to Benchmark Portal, the average adherence to schedule rate...
