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What’s curious amid the gloom is that, during the pandemic, employees have been more engaged than they have been in 20 years.
People Engagement Workplace Environment
Agents previously challenged to get people to just pick up the phone now can’t seem to get them off the phone.
People Workplace Environment
Getting virtual new-hire training right takes 12 to 18 months.
Virtual Contact Centers People Workplace Environment COVID-19 Remote Work
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
Thousands of miles might separate them, but their workforce mindset must be as one to perform in unison.
Operations Virtual Contact Centers People Workplace Environment COVID-19
The on-demand environment provides employees with the opportunity to find work that is meaningful to them.
Strategy Vision - Mission - Values People Workplace Environment COVID-19 Remote Work
Today’s unemployment rate ought to frighten leaders into providing environments that generate enthusiasm, learning and contribution rather than rules-driven dictatorships.
People Workplace Environment COVID-19 Customer Retention
Strategy Culture People Workplace Environment
Smart employee engagement strategies focus on whether employees have emotional ties to their job.
People Development Recognition Workplace Environment COVID-19 Agent Motivation
Unlike raising pay scales or improving advancement opportunities, stress on the job is one causal factor that contact center management can deal with.
People Workplace Environment People management
People Workplace Environment Research