Are You Showing Sincere Agent Appreciation?
We train our agents to thank our customers and show appreciation for their business. We coach to ensure that they […]
31
Aug
Archive Tag: Culture
13
Feb
Are You a Manager with Heart?
During February we celebrate Valentine’s Day, a holiday focused on making people feel special by telling them and showing them […]
5
Apr
Go and See for Yourself
I recently came across the Japanese terms genchi genbutsu and genba; they’re both key principles of the Toyota Production System, […]
23
Feb
The Challenges of Employee Retention
The phrase “employee retention” sends shivers down the spines of some folks. And it ought to. Employee turnover is expensive […]
19
Jun
Where is the CX Inflection Point in Your Customer Engagement?
There comes a time in every company’s history, present time, or future when it must change or adapt – or […]
12
Mar
Agent Rewards & Recognition that Work – and Won’t Break the Bank
I recently attended a large conference for contact center professionals where the most common question I heard – after “Who […]