9 Sep

Measuring Agent Satisfaction: Why E-Sat Should Be a KPI in Your Contact Center

Greg Levin

If you are a contact center director, manager or supervisor, you most likely value your agents. You most likely strive […]

5 Aug

6 Ways to Fully Engage Your Contact Center Agents

Greg Levin

Up until relatively recently, many managers and executives considered the topic of employee engagement to be “soft.” Those that still […]

6 Mar

3 Keys to Drive Contact Center Engagement and Exceptional Performance

Flavio Martins

A recent call center study published by Avaya showed that nearly 80% of customers today still prefer to use the […]