Remember, Call Center Agents = Your Brand.
How’s your brand today? Defining your brand used to be so much easier. In the good old days (for me, […]
28
Jan
Archive Tag: agent engagement
22
Jan
Employee Engagement Drives Business Growth
Fact: The employee experience drives the customer experience. I know I’m stating the obvious – but, shockingly, to many, it […]
13
Jan
5 Things Frontline Leaders Can Do to Help Agent Attrition
I love working with front-line supervisors and managers who are learning how to be more effective coaches. Most are eager […]
6
Jan
Agent Engagement: Are Employees Fulfilled, Appreciated and Understood?
Forget once-a-year employee surveys. How about once-a-week? That is if you even do employee surveys. Many companies will survey their […]
16
Dec
Are You On the Customer Experience Naughty List?
‘Tis the season… Santa’s making his lists and checking them twice. Oh no! Your company shows up on his Customer […]
28
Oct
4 Barriers to a Successful Gamification Program in Your Contact Center
The world is changing and contact centers have to keep up. Generation Y – the “Millennial” generation – has a […]