Archive Tag: agent performance

Archive Tag: agent performance

21 May

Employee Empowerment Increases Productivity

Annette Franz

When we empower employees, does that impact their productivity? Employee empowerment is one of those phrases that often causes people […]

23 Apr

Employee Effort: Are They Just Spinning Their Wheels?

Annette Franz

There’s a lot of talk about how much effort a customer is required to put forth in order to complete […]

16 Apr

Investing in Your Frontline Workforce is Good for Business

Matt McConnell

As companies increase their focus on improving the customer experience, frontline workforces are getting more attention. Companies are realizing that […]

22 Jan

Employee Engagement Drives Business Growth

Annette Franz

Fact: The employee experience drives the customer experience. I know I’m stating the obvious – but, shockingly, to many, it […]

28 Oct

4 Barriers to a Successful Gamification Program in Your Contact Center

John Wolf

The world is changing and contact centers have to keep up. Generation Y – the “Millennial” generation – has a […]

24 Jun

Special Sauce for Lower Contact Center Attrition

Bob Fletcher

You know the drill. Agents don’t get the training they need. Performance suffers. They lose confidence and become unsatisfied, and […]

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