Having That DE&I Conversation…

Understanding what DE&I is about and insights on how to make it happen.

Strategy Culture People Hiring

Refining Remote Working

How WFH contact center employees can best engage with customers and colleagues.

Operations Strategy Culture Remote Work People

The Hybrid Contact Center

Changing the companywide mindset about concepts such as proximity, connection and communication is the first step toward reshaping the culture to better align with a hybrid work environment.

Strategy Culture Remote Work Strategy

Planning a Safe Return to Work

The rampant spread of highly contagious variants of the virus has more companies grappling with whether to require employees to be vaccinated before returning to the workplace.

Strategy Culture COVID-19

Collaboration: Distinguishing the Buzz from the Buzzword

True collaboration requires a high degree of trust and a willingness to let go of one’s own power and ‘turf.’

Strategy Culture

Leadership Insights: Rising Above COVID Challenges

This additional focus on connecting will remain even when we return to the office. It has become a critical part of our culture, a reflection of how we work and engage with each other.

Strategy Culture COVID-19 Remote Work Strategy

Seven Ideas to Deliver a Great Customer Experience During a Recession

Agents need MORE, not less, training during a recession because there are greater demands on their skills.

Strategy Customer Experience Culture Service Delivery

Inside View: Sweetwater

We try to be superior at what we do. We want to offer the absolute best we can to the customer. We’re not driven by one quick sale; we’re driven by always doing the right thing.

Strategy Customer Experience Culture

Open the Door… To Possibility!

Leaders have a unique responsibility to influence the overall direction that their business unit will assume. This is true even when one is faced with the kinds of conditions many must confront...

Strategy Culture

After the Pandemic: How to Bring Back the Contact Center

The bottom line is this: If your company culture is healthy and strong, you’re going to be able to adapt and pivot.

Strategy Culture COVID-19

Improving the Agent Experience

As with the customer experience, EX isn’t something that just happens; it must be intentionally designed.

Strategy Culture COVID-19 Agent Motivation

Leading a Service Culture

Redefining how the leadership team’s performance is evaluated is a critical first step in an organization’s efforts to walk the talk.

Strategy Culture

America's Top 200 CEOs Want You to Fight for Your Agents

There are many work environment, scheduling or workflow changes that can be executed simply with the investment of a little bit of time!

Strategy Culture

Innovation: What’s the Right Amount for your Contact Center?

Culture is important to innovation because it indicates how the organization handles risk, diversity of thought, and the inclusion of new ideas.

Strategy Culture Service Delivery

Moral Leadership in the Contact Center

As managers, your job is to elicit the ‘right’ behavior at scale, repeatedly.

Strategy Culture COVID-19 Agent Motivation

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

Getting Off to a Flying Start… Or Are You?

When those without a real understanding of what it takes to run a contact center make leadership selections, they may be basing decisions on the wrong criteria.

Strategy Culture

Please Don’t Shoot the Messenger

It takes courage to bring forth difficult news. It takes mindfulness to not react immediately. No one can tantrum themselves to a solution!

Strategy Culture

Remembering Greg Sherry

Greg's legacy at Verint will be one of leaning in, investing in others, lending a happy helping hand, keeping the customer at the heart of the business, and bringing out the best in one another.

Strategy Culture

Association Spotlight: NECCF, Northeast Contact Center Forum

Most successful companies have a knack for getting employees absolutely obsessed with customer service. Their secret is a customer-focused culture.

Strategy Culture White Papers

Leadership Lessons from a Last Lecture Leading Thoughts

When people have the right support and environment to thrive and succeed, it is amazing how incredibly successful they may become.

Strategy Culture

Haste But Not Waste: Fast Implementation with Success

Part of achieving success is avoiding problems that could compromise it.

Strategy Culture

Evaluating, Establishing and Maintaining a Positive Contact Center Culture

Strong cultures exist when the organization’s core values are understood and accepted throughout the ranks.

Strategy Culture

Creating a Coaching Culture

When a coaching culture is in place, people understand that it’s their job to step into the kinds of conversations that they’re currently avoiding and address the issues so they can...

Strategy Culture COVID-19 Remote Work

What Parenting and Leadership Have in Common

What I have learned is that parenting and leadership are more alike than different, and that you never stop learning how to be more effective at both.

Strategy Culture

Inside View: FCCI Insurance Group

Doing the right thing and putting people first is good business.

Strategy Culture

The Value of Communities

When interactive intranets and employee collaboration takes a foothold within an organization, it provides the opportunity to flatten the hierarchical arrangement, and it becomes more of a level...

Strategy Culture

Inside View: Valvoline

Providing our staff with an understanding of automotive expertise and knowledge that they can apply to their interactions has been paramount to our success.

Strategy Culture

Elements of a High-Performing culture

To build a culture where employees are engaged and inspired to do great work, they need to actively be involved in giving, receiving and observing recognition across the organization

Strategy Culture

Inside View: Eileen Campbell, Horizon Utilities

Customer service staff tend to take their cues from their leaders. They model their behavior on what they see demonstrated each and every day.

Strategy Culture

The Front Lines of Culture: Leading from the Contact Center

With every call, email, text or tweet, contact center employees make decisions and interact with customers in ways that directly affect—and reflect—the organization’s culture.

Strategy Culture Strategic management

How to Build a Great Culture

Culture is the heartbeat of the contact center. It’s the single, most important thing to drive.

Operations Collaboration Strategy Culture Strategic management

Inside View: Vivint Smart Home

We started making decisions based on data rather than gut feelings. There is still some intuition involved, but the data helps us to analyze each opportunity and decide which way we need to go...

Strategy Culture Strategic management

The Profession of Contact Center Management

A job is something you accept. A profession is something you choose. The work we do is far too important to be left to people that are simply filling jobs.

Strategy Culture Strategic management

Servant Leadership

It is truly amazing how much differently we can view the world when our primary focus is outward, not inward.

Strategy Culture People management

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