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...
More than 2,300 years ago Aristotle said, “Pleasure in the job puts perfection in the work.” If this were written...
You probably know by now that connecting with customers on a personal level through social media is beneficial to your...
(This blog post first appeared on WIRED Innovation Insights on March 10, 2014.) In today’s market, the ongoing customer experience a...
When you spend 90% of your workday alone inside a cubicle tethered to a workstation handling an endless stream of...
Customer waiting is inevitable. Customers wait in line at the grocery store. Customers wait in queue for their call to...
You only need to look at some recent research to understand the current excitement and buzz about first call resolution....
Our quality coaches may be focusing on specific skills without truly understanding what is motivating the agent to improve or...
Do you ever notice how employees usually start a job, coming into their first day of work bright-eyed and enthusiastic? ...
Customer service in the call center today is a rapidly changing landscape. More and more companies are figuring out that...
When it comes to pushing for change in the contact center, it's all about enhancing the customer experience. Despite its...