Agent Engagement

Seminar Series Registration Snapshot Preview of job titles and companies of our past attendees.

At their best meetings are collaborative and productive. However, meetings have evolved over the past few years. And some brands are deeming them unnecessary — eCommerce platform Shopify announced a...

By so radically shifting the contact center landscape, these trends naturally have enormous ramifications for contact center coaching.

In hindsight, our shift to remote work was fairly simple in the early stages. All employees stayed at home and congregated in weekly Zoom meetings with no real question of whether they might come in t...

How can contact centers navigate this challenging climate? How can they empower agents to swiftly and successfully address difficult customer inquiries without burdening them with months of traditiona...

Say goodbye to debate over the value of the contact center. Say hello to conversation about how the contact center can achieve that value in today’s rapidly changing world. How will contact center...

Thank you for downloading our Special Report: New Tips for Agent Training & Coaching

As customer experience leaders look to create more innovative and productive business practices heading into 2022, few concepts are more important than empowering employees through training and coachi...

82% of consumers are now more comfortable using self-service and digital channels as a result of the pandemic. With customers turning to self-service for simple issues, they

Learn why some call centers can feel downright destructive, and how your business can replace that toxicity with positivity — and success.

With greater autonomy over their workflow and a renewed emphasis on more purposeful and deliberate collaboration, employees have clearly benefited from the flexibility remote work has provided.

Employee engagement is critical to meeting and exceeding organizational goals in customer experience.  The contact center has traditionally failed at doing so, and the past eighteen months have exa...