Workplace Environment

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

Employee Engagement: 5 Lessons from a Pandemic

What’s curious amid the gloom is that, during the pandemic, employees have been more engaged than they have been in 20 years.

People Workplace Environment COVID-19 Remote Work Remote Work People

COVID-19 and the Contact Center: Horror, Heartache, Humanity and Hope

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 COVID-19 Remote Work 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

Creating a Collaborative Virtual Team

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 Remote Work Remote Work Operations

On-Demand Is In Demand

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 Remote Work Strategy

Beware… Five Signals of Customer Care Burnout!

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

High Absenteeism? Consider Your Agents’ “Breaking Point”

The majority of our agents are living within a socioeconomic band and living situation where they constantly have less resources with which to address crisis or problems that crop up in their lives.

Strategy Culture People Workplace Environment

Leveraging the Voice of the Employee to Improve Engagement

Smart employee engagement strategies focus on whether employees have emotional ties to their job.

People Development Recognition Workplace Environment COVID-19 Agent Motivation

Hand-Held Technology…Bane or Boon?

Care must be taken to use the technology safely and effectively, so as not to impact interpersonal relationships, workplace productivity or personal safety.

People Workplace Environment

Is Standing to Work a Game Changer for Contact Centers?

If the workstation is not optimal and the criteria of good work design are not met, then the stress on the body from an improperly designed workspace (or improper work habits) can lead to serious...

People Workplace Environment

Reducing Stress in the Contact Center

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

Nice inContact