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...
Millennials: it’s the name given to the generation following Generation X. Millennials were born around 1982. They are confident, civic-minded, highly...
What used to be viewed as an “edgy” staffing approach for the contact center is fast becoming a preferred one....
No doubt that customer service is a great differentiator. This is especially true in a world where a customer, depending...
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...
