Tag: recognition

When the team is not performing at expected levels, the troops are gathered together, a rallying speech is given by the supervisor, and after...

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...

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...

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

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...

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...

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...

I knew I was in trouble! I was driving down the highway with my lovely wife, Jana, when we spotted a traffic jam up...

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...

“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...

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...

Universities, consultants, authors and experts all have a lot to say about employee engagement. The attention paid to this topic is encouraging, as it...