QA and Coaching for Experienced Agents

It is one thing to coach a new agent, another for a seasoned staffer.

Operations Strategy People Development Remote Work People

Making Virtual Training Engaging

How to ensure this essential training technique is interactive and effective.

Operations People Hiring Technology Remote Work People

Opportunities Amidst the Challenges

Gamification, practice, diverse environment, and listening to agents boost training effectiveness.

Operations People Development Remote Work People

Taking the Leap to Success in 2022

Every big leap takes the right timing, careful planning,
intention, a clear goal, and focus.

Strategy People Development Technology Artificial Intelligence

Work from Home... Are You Sure of the Future?

It’s time to conduct an in-depth review of three WFH factors: benefits, trade-offs, and risks.

Operations Strategy People Hiring Technology Remote Work Operations

Helping Agents Helping Customers

How AI-enabled virtual agent assistant solutions can improve the agent experience with customers.

Strategy Customer Experience People Technology Artificial Intelligence

7 Ideas to Build Engagement with Work-From-Home Agents

Working from home can feel like being stranded on a desert island.

People Culture Remote Work People

Becoming an Emotionally Intelligent Leader, Part 3

Influence occurs when you are authentic, as you invest in others. It is the ability to have a positive impact on others or to gain their buy-in.

People Development Culture

How Your Contact Center Agents Can Drive More Revenue

Don’t focus on KPIs at the expense of everything else. The most successful workplace cultures are both metrics- and mission-driven.

People Culture

26 Ideas for Engaging Your Contact Center Team

You don’t need a reason to pick up the phone and talk to your team.

People Recognition Remote Work People

Leading with Compassion

Those who receive compassion are subsequently better able to direct their support and caregiving to others.

People Culture

How Do We Build Culture with Distributed Teams?

The only role in your organization that can affect the behavioral change of your customer-facing teams are your team managers.

People Culture Remote Work Operations People Strategy Technology

Make Diversity & Inclusion an Essential Contact Center KPI

If you don’t back up a diverse team with a meaningful inclusion strategy, you’ll have checked a lot of boxes but be left with a contact center full of people who feel as though they...

People Culture

Becoming an Emotionally Intelligent Leader, Part 2

Leaders who are aware of their tendencies, biases and blind spots tend to be more open to growing into the best version of themselves.

People Development Culture

This Little Light of Mine… Keep It Shining!

Engagement is a key ingredient in feeling valued; it is also a prerequisite for an optimistic culture.

People Culture Workplace Environment

Invest in Your Human Capital

How do I calculate return on investment? By smiles, laughter, appreciation and camaraderie.

People Performance Management Recognition Remote Work People

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 COVID-19 Agent Motivation Remote Work People

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 COVID-19 Agent Motivation Remote Work People

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 Remote Work 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 COVID-19 Remote Work Remote Work People

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.


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.


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.


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”?


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.


The Year of the Agent

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


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.


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.


Coffee Talk with Mark Brody

Relationships between people require thoughtful one-on-one interactions… AND time. It doesn’t happen from a distance.


The Changing Landscape of Employee Engagement

We’re seeing a shift from the Golden Rule to the Platinum Rule. It’s not, “Do unto others as you would have them do unto you,” but “Treat me the way I want to be treated, which is not necessarily...


Time Flies When You’re Having Fun

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...

People People management

Examining the Myths and Costs of Agent Disengagement, Part 1

The primary damage to the bottom line comes from damage to loyalty and word of mouth from agents who burn out, but do not leave, and from good agents who do not have effective tools and support.


Examining the Myths and Costs of Agent Disengagement, Part 2

What employees most want is recognition from management and peers and a feeling of progress in their career

People People management

Let the Games Begin!

Gamification may be the solution much of the industry is looking for to smooth out some contact center wrinkles that have confounded it for decades


Power to the People

“Workforce issues will need to be considered equally with customer service issues. It’s time to focus on optimizing both the agent experience and the customer experience.”


Drama: A Top Killer of Agent Satisfaction and Retention

Ignoring an outbreak of negativity is just as dangerous as ignoring poor performances.


Power to the People

In 2017, workforce issues will need to be considered equally with customer service issues. It’s time to focus on optimizing both the agent experience and the customer experience.

People Strategic management

Examining the Myths and Costs of Agent Disengagement, Part 1

The primary damage to the bottom line comes from damage to loyalty and word of mouth from agents who burn out, but do not leave, and from good agents who do not have effective tools and support.

People People management

Inside View: Crisis Response Network

Our callers are often very desperate and in a horrific state of despair. Many times the call to our center is the last one the individual is planning to make so the way our team performs is...

People People management

5 Ways to Improve Engagement

The only absolute that I have learned about engagement in a contact center is this: If your agents aren’t engaged, you won’t be a top-performing center.

People People management

Remembering Art Rosenberg: That “No Quit” Attitude

Cowboys work hard and take pride in their work. When a cowboy makes a promise, he keeps it. When he says he will do something, he does it.

People Technology

The Game Is Afoot!

While the term ‘gamification’ itself conjures up images of fun and friendly competition, its purpose in the contact center is absolutely serious.


5 Tips to Effectively Manage Your At-Home Workforce

Daily connection with a supervisor is critical. If you let at-home agents work all day with no interaction with leadership, they can feel even more distanced and less engaged.

People People management COVID-19

Don’t Settle for Engaged Employees—Empower Them

Give your staff greater purpose, motivation and support to deliver the best possible customer experience.

People People management

Inside View: HomeServe USA

A Culture of engagement and customer-centric core values drives world-class service delivery.

People People management

4 Ways to Expand the Value of Quality Monitoring

Getting more out of your investment requires only a small amount of additional effort.

People Operations management

Employee Engagement, Part 2: What Do the Survey Results Mean?

How to identify opportunities to increase engagement, retention and productivity.

People People management

Connect and Engage Your Remote Staff

Tools and tips to collaborate and connect with your work-at-home team members.

People Technology COVID-19

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