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


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