From the Heart

Heart & Stroke’s Resuscitation Support Centre supports the instructors who teach others how to save lives.

Operations People Culture Technology Staffing Remote Work Operations

Create a Culture of Accessibility

There are six concepts contact centers can follow to make
their workplaces accessible.

Operations People Hiring Development Culture

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

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

Embracing Agility in the Contact Center

Too often we are focused on following the roadmap to call center self-improvement, when letting everyone (leaders and CSRs) challenge conventional wisdom brings change much faster.

People Culture COVID-19

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

How to Foster Diversity & Inclusion in the Contact Center

To create meaningful change in the workplace, feedback about D&I challenges and obstacles must come from those who experience them on a day-to-day basis.

People Hiring Culture

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

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

Happy Employees Don’t Just Happen

Leaders need to make sure in times of war, and in times of trouble, they are visible.

People 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 Remote Work People

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

Inside View: Matt Medina, Dun & Bradstreet Emerging Businesses

When you spend one-on-one time with your employees, there are tearful conversations as well as joyous ones. It’s all part of the human element, which is the most challenging part of my job...

People Culture Operations management

Differentiator Series, Part 2: Valuing the Agent

WFM practices exist at the crossroads of employee needs and organizational requirements. How an organization navigates the delicate balance says a lot about the value placed on agent needs.

People Culture People management

Differentiator Series Part 2: Valuing the Agent

WFM practices exist at the crossroads of employee needs and organizational requirements. How an organization navigates the delicate balance says a lot about the value placed on agent needs

People Culture

Inside View: Garden City Group

As leaders, we want to learn something new every day—and more importantly, we want to teach something new every day.

People Culture People management

The Secret to Training Seasonal Agents

Seasonal agents may go on to become permanent, full-time agents. Properly treated, they may also become customers and cheerleaders for your brand.

People Culture Training and development

Inside View: CARiD

The automotive after-market parts and accessories business isn’t necessarily one that is focused on providing clients with a wow experience. We’re creating that opportunity for our...

People Culture People management

How to Deliver Engaging Customer Experiences, Part 4: Driving Employee Engagement

By simply meeting the most basic needs, employees still view their position as only a job and not yet a career.

People Culture People management

Create a Culture That Shows You Care

The most important voices that we hear are the ones that challenge us to be the best version of ourselves that we can possibly be.

People Culture People management

Employee Advocacy

Employees don’t realize the impact they can have. By simply liking, tweeting or sharing a blog post written by the CEO or content that is on the company website, it gets more people to read...

People Culture People management

Inside View: Carbonite

We want to create an incredible place to work for our employees, but at the same time, we hold them accountable for delivering elite results. The combination of those two...

People Culture People management

Inside View: Cassidy Klundt, Sitel

While creating engagement around growth and development, recognition and personal relationships is a challenge for leadership in any company, Klundt feels that it is also the biggest opportunity.

People Culture People management

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