Are your employees excited to come to work each and every day? Or are they disengaged, disinterested, and lacking motivation? Employee engagement is one of the most challenging aspects to master in a contact center. That’s why many organizations are putting increased emphasis on improving their company culture in order to improve employee

In a world where customer experience is a key to business success, contact center agents play an important role as brand ambassadors of your organization. By the time a customer reaches an agent, they’ve likely tried all self-service options and want someone who can talk with them, understand their problem, and quickly resolve

According to a Glassdoor study, 81% of customer service employees feel appreciation is their most important motivating factor, followed by demanding bosses (38%) and fear of losing their job (37%) meaning that customer service managers and team leaders should focus heavily on agent recognition, perhaps even more than incentivization.    This is good news for

With the Pandemic, employees have become more independent by having more choices and flexibility about where and when they do their jobs. While working from anywhere has its advantages, it also means that leaders need to think about agent experience and how to keep their teams engaged.    What is Agent Experience? Agent experience refers to