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Operations People Culture Technology Staffing Remote Work Operations
Operations People Hiring Development Culture
Working from home can feel like being stranded on a desert island.
People Engagement Culture Remote Work People
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 Engagement Culture
Don’t focus on KPIs at the expense of everything else. The most successful workplace cultures are both metrics- and mission-driven.
People Engagement Culture
The only role in your organization that can affect the behavioral change of your customer-facing teams are your team managers.
People Engagement Culture Remote Work Operations People Strategy Technology
Leaders who are aware of their tendencies, biases and blind spots tend to be more open to growing into the best version of themselves.
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
Engagement is a key ingredient in feeling valued; it is also a prerequisite for an optimistic culture.
People Engagement Culture Workplace Environment
People Hiring Culture
How and why people feel the way they do is very complicated. It gets even more problematic when viewed across your entire ecosystem.
How you treat your best employees during a downturn will influence whether you retain them when times get better.
People Development Engagement Culture COVID-19 Agent Motivation Remote Work People
Leaders need to make sure in times of war, and in times of trouble, they are visible.
Employees need to be able to exchange work experiences and knowledge during the day with one or two clicks.
People Culture Remote Work People
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
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
Sometimes, just negotiating with your provider may be enough to lessen the burden your employees may be facing within their daily budgets.
Employee-centric decision-making drives high engagement and fast growth.
To deliver a positive customer experience, honor the agent experience.
People Culture COVID-19 Customer Retention
People Culture Operations management
People Culture People management
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
As leaders, we want to learn something new every day—and more importantly, we want to teach something new every day.
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
By simply meeting the most basic needs, employees still view their position as only a job and not yet a career.
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 Turnover People management
People Engagement Culture People management
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All Rights Reserved.