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Category: Corporate Culture

By John Englund
in Best Practices / Metrics
on May 20, 2014

3 Myths About Millennials and Agent Motivation

 Millennials: it’s the name given to the generation following Generation X. Millennials were born around 1982. They are confident, civic-minded, highly...

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By John Englund
in Corporate Culture
on May 6, 2014

4 Keys to Success with Your Home Agent Initiatives

What used to be viewed as an “edgy” staffing approach for the contact center is fast becoming a preferred one....

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By John Englund
in Corporate Culture
on May 1, 2014

Walk in the Customer Support Center’s Shoes to Drive Better Customer Experience

No doubt that customer service is a great differentiator. This is especially true in a world where a customer, depending...

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By John Englund
in Best Practices / Metrics
on Apr 3, 2014

Employee/Agent Engagement is the Key to Working Harder and Caring More

More than 2,300 years ago Aristotle said, “Pleasure in the job puts perfection in the work.” If this were written...

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By John Englund
in Corporate Culture
on Mar 25, 2014

Using Social Media to Drive an Exceptional Customer Experience

You probably know by now that connecting with customers on a personal level through social media is beneficial to your...

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By John Englund
in Corporate Culture
on Mar 24, 2014

Create Loyal Customers ‘On the Fly’ With a Real-Time Workforce

(This blog post first appeared on WIRED Innovation Insights on March 10, 2014.) In today’s market, the ongoing customer experience a...

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By John Englund
in Best Practices / Metrics
on Sep 5, 2013

5 Ways to Build Agent Camaraderie (and Tackle Attrition) in the Contact Center

When you spend 90% of your workday alone inside a cubicle tethered to a workstation handling an endless stream of...

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By John Englund
in Corporate Culture
on Jul 9, 2013

Your Call is Important to Us…Well, Not Really…

Customer waiting is inevitable.  Customers wait in line at the grocery store.  Customers wait in queue for their call to...

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By John Englund
in Best Practices / Metrics
on Jun 27, 2013

6 Drivers for Improving First Call Resolution

You only need to look at some recent research to understand the current excitement and buzz about first call resolution....

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By John Englund
in Corporate Culture
on Jun 18, 2013

Uncovering the Real Reason Your Agent Is Failing

Our quality coaches may be focusing on specific skills without truly understanding what is motivating the agent to improve or...

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