Workplace Environment


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


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


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


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


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


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


2016 Contact Center Work Environment Survey

Survey findings on the “little things” that impact agent job satisfaction.

People Workplace Environment Research


 

CX Transformation Benchmark