Only 4 out of 10 agents surveyed feel like there is opportunity for them to advance in the center where they work.

We can train the technical skills and we can train agents to navigate our products and services, but we can’t train someone to have a serviceoriented attitude and passion for helping customers. That is the core of what we do.

I believe that success in the contact center business is built on three things: building relationships, never stop learning and always be a coach.

At some point in the not-too-distant future, you’ll probably find yourself with contact center employees who function somewhere on the autism spectrum.

Taking a fun approach to requisite activities like training, coaching and communication demonstrates leadership’s willingness to put the same level of effort into the frontline experience as the front line is expected to put into the customer experience.