Engagement


Leading with Empathy

How and why people feel the way they do is very complicated. It gets even more problematic when viewed across your entire ecosystem.

People Culture


Customer Service Team Appreciation in 2020

Even now, 2020 continues to be a series of challenges—and perhaps no group has faced and met more than frontline employees engaged in customer service.

People Recognition


How to Retain and Engage Your Best Agents

How you treat your best employees during a downturn will influence whether you retain them when times get better.

People Development Culture


Avoiding Work-at-Home Virtual Shock

Virtual shock can occur even if the employee loved their job in the past or enjoys working from home.

People


Employee Engagement: 5 Lessons from a Pandemic

What’s curious amid the gloom is that, during the pandemic, employees have been more engaged than they have been in 20 years.

People Workplace Environment


Debbie Nagy, Dow Jones & Co.

To make our customers happy, our agents have to be happy in their jobs. They need to know that they are valued and that their views matter.

People


Answering the Personnel Call: Four Ways Contact Centers Can Enhance Agent Recruitment and Retention

Agents who see the merits of their work will be more likely to stay and grow within their companies.

People


5 Ways to Win with Gen Z Workers

More than 75% of our survey respondents said that their boss’s ability to coach is important to them.

People


Keeping Call Center Agents from Causing Legal Liabilities and Undermining Relationships

Even the most careful, professional and fastidious agent is prone to human frailties.

Operations Contingency Planning People


Improving Contact Center Operations: Happiness All Around to a "T"

Happy workers = happy clients and pleased customers. They all interconnect.

Operations Cost Management People


Back to Basics: Improve Your Contact Center with the Enduring Message of Mister Rogers

What are you doing to make every person in your center feel like they’re a part of the “neighborhood”?

People


Contact Center Executive Outlook on Employee Engagement

Engagement isn’t a one-size-fits-all initiative; rather, it has to be tailored for each employee and integrated into all phases of employment.

People


The Year of the Agent

It’s clear that companies need a greater focus on people, alongside changes in technology.

People


The Evolution of Employee Engagement in the Contact Center

The most successful engagement programs infiltrate every stage of the employment experience, from recruitment through company exit.

People


Securing Millennial Loyalty with Brand Congruence

Integrating the vision, mission and values of the company into a millennial’s personal goals and values is critical to obtaining their loyalty.

People


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