Motivating & Engaging Agents

The contact center landscape is always evolving and transforming. New contact channels are continuously emerging. Customer preferences are constantly changing. Innovative backend systems are routinely...

With the customer experience reigning as a top business priority and businesses continuing to transform their customer service operations into omni-channel customer engagement centers, 2013 was...

Forget about witches, ghosts and goblins – here are some things that are really scary if you manage a contact center: Rampant agent turnover It’s positively frightening to think that...

When it comes to customer service, employee empowerment is defined as allowing employees to make fast decisions -- on the spot -- in favor of the customer. Unfortunately, empowerment is the single...

The best managers realize a contact center cannot succeed without skilled, motivated and mostly sober agents manning the phones (and other contact channels). These managers work hard to develop and...

In this interview, Ryan Cline, the Commercial Business Technology Manager for American Family Insurance, shares his thoughts on backup up plans, work-at-home training and emerging technologies. [e...

It’s an old story: Call centers suffer from chronically high turnover. Disengagement among agents is common, and replacing them can cost 1.5 times their annual salary. In this free webinar,...

Aiming to communicate their unique messages—and carve unique niches in the marketplace—musicians turn to nearly every concept imaginable for their lyrical inspiration. From discussions...

Steve Ellis, Senior Director of Customer Service at EyeMed provides call center leadership for the company’s 30 million members. Under his leadership, the company was able to realize $4 millio...

Because gamification increases engagement, productivity and customer retention, it represents a centerpiece of successful call center strategy. Check out this exclusive infographic -- and join gami...

Timely and positive coaching is one of the most important tools in the contact center. Notice I said "timely" AND "positive" – this is no either/or scenario. Giving agents immediate feedback f...

A decade of downsizing, technological change and economic uncertainty has spawned a cynical, aloof and exhausted workforce. Many studies have shown that most firms engage only 30%-40% of their empl...