Tag: recognition

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...

Take a look at our top five blog posts in September to see which topics your fellow contact center professionals were reading about: How...

Show your staff appreciation for the important work that they do! Customer service professionals work diligently all year to protect and enhance your brand....

Poor attendance is one of the top reasons for termination in a contact center. According to Benchmark Portal, the average adherence to schedule rate...