Culture


Three Things Seasoned Work-From-Home Leaders Always Get Right

Employees need to be able to exchange work experiences and knowledge during the day with one or two clicks.

People Culture


Eight Days a Week: The Always-On Contact Center

Sixty percent of consumers globally expect to be able to engage with an organization at any time and on any channel.

People Culture Workplace Environment Technology Software Platforms Artificial Intelligence COVID-19 Customer Retention


Inside View: Costa Del Mar

We execute on what our customers are telling us, not what we think.

People Culture


Aryka Berry, Origami Owl

The most important thing you can do is accept positive and negative criticism of yourself. It builds trust.

People Culture


Promote Better Work-Life Balance in the Contact Center

The concept of work-life balance is gaining traction in North America as labor shortages allow workers to be more selective about the companies for whom they choose to work.

People Culture COVID-19 Agent Motivation


It All Begins with Good Health

Sometimes, just negotiating with your provider may be enough to lessen the burden your employees may be facing within their daily budgets.

People Culture COVID-19 Agent Motivation


Inside View: TaskUs

Employee-centric decision-making drives high engagement and fast growth.

People Culture


Inside View: UPMC Health Plan

The focus of the training was to help everyone understand that service isn't something that you do in the call center. It's something that ALL of us do.

People Culture


Stop Drama from Poisoning Your Customer Service Team

Nature—and drama—loves a vacuum. People who don't understand what's happening will eventually make up their own scenarios, spinning the narrative in whichever way causes the...

People Culture


Phone Rage, Incivility and Why I Love Westerns

It seems that rude and disrespectful behavior is becoming more and more common these days.

People Culture


The Forgotten Piece of the Customer Experience

To deliver a positive customer experience, honor the agent experience.

People Culture COVID-19 Customer Retention


Inside View: Delta Vacations’ Customer Engagement Center

We know that if we take care of our employees, they will take care of our customers.

People Culture


2018: The Times They Are a-Changin’

Back in the dark days, contact center employees were considered to be disposable assets, easily replaced by a revolving door in the human resources department.

People Culture


Regifting for 2018

Even though everyone who calls a meeting thinks it is really, really important, it turns out they are really, really wrong pretty much every time.

People Culture


Making the Millennial Connection

Millennial workers grew up in a more transformational than transactional environment.

People Culture


 

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Contact Point 360