Culture


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


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


 

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