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Giving Employees Belonging and Purpose: The Bottom-Line Benefits of Employee Engagement

June 13, 2019 (June 13, 2019)

“What do you want to be when you grow up?” This age-old question looms over you into adulthood. What on earth am I going to be when I grow up? When I was little, there were days that I thought…

Agent Experience | 7m read

How to motivate employees to be rock stars

Discovering the Key to a Team of Rock Star Agents: How to Motivate Employees And Value Your Agents to Build a Fulfilling Culture

June 12, 2019 (June 12, 2019)

What happens when you walk through the produce section at your grocery store and pluck an orange from the bottom of the pile? It topples. The same thing happens when you pluck a rock star agent from their chair and…

Agent Experience | 8m read

Getting employees engaged by rallying around a common cause

Break Down the Silos in your Contact Center: Rally your Agents Around a Common Purpose and Keep them Engaged

June 5, 2019 (June 7, 2019)

When I lived in Chattanooga, Tennessee, I once watched a rowing team make their way down the Tennessee River. They moved in perfectly synchronized motion, speeding down the river in a straight line. They were a well-oiled machine, each person…

Agent Experience | 7m read

Team meetings for better team engagement

How to Map Out a Team Meeting for a More Effective Contact Center and Better Team Engagement

June 4, 2019 (June 13, 2019)

It’s 3:51 p.m. on a Wednesday, and you’re staring at the clock, waiting for those next nine minutes to slowly tick by. You’re in the middle of an hour-long meeting that your manager could’ve easily summed up in a two-paragraph…

Leadership | 8m read

How top companies are creating must-have cultures and driving employee engagement

What can you Adopt from these Must-Have Company Cultures? Learn from the Best About Driving Employee Engagement

May 30, 2019 (June 7, 2019)

Your organizational structure is the skeleton of your company, the bones that hold it together. But your culture is the soul. Company culture, a set of shared beliefs and values of a company, sets the tone for your team. These…

Agent Experience | 8m read

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Recap! How to move to a cloud contact center solution

Digital Transformation in the Contact Center: Cloud Migration Lessons from the Trenches [Webinar Recap]

May 29, 2019 (May 29, 2019)

Contact centers have a mounting list of priorities and criteria to make the customer experience a success. But much of that hinges on your technology and what it allows your team of agents and leaders to do. And right now,…

Industry Insights | 7m read

Core competencies of customer experience: engaged employees make the list

The Four Competencies of Customer Experience: Build the Foundation of a Great Customer Experience by Connecting Purposeful Leadership and Engaged Employees

May 23, 2019 (May 22, 2019)

It’s easy to say that the focus of your service is your customer. Everyone wants happy customers. But, as your company grows and changes, customers can, unintentionally, get pushed to the back burner. Priorities get shifted. Focus narrows in on…

Agent Experience | 7m read

contact center strategies we gleaned from ICMI

That’s a Wrap! The Contact Center Strategies and Themes You Need to Know from ICMI CC Expo 2019

May 22, 2019 (May 22, 2019)

Developing contact center strategies to keep your customers loyal and happy is hard work. And crafting those same strategies to support the success and growth of your entire company is even harder. Luckily, you have a contact center packed with…

Industry Insights | 7m read

Prioritizing Your Employees: Your Customer Service Agents are Foundational to Your Customer Experience Transformation

May 16, 2019 (June 7, 2019)

Customers have ever-increasing control over their relationship with companies. Companies today work overtime to earn customer satisfaction and long-term loyalty. This means paying extra careful attention to how your company delivers on your customer experience. It’s easier and easier to…

Agent Experience | 6m read

What is the cost of employee turnover? (Hint: It's a lot).

What is the Cost of Employee Turnover in Your Contact Center?

May 14, 2019 (June 13, 2019)

The cost of turnover is more than the dollar amount you spend to fill an agent’s seat. Every time your contact center loses an agent, operational costs skyrocket. Your remaining agents get overloaded with interactions, so they can’t keep pace…

Industry Insights | 6m read

Get the top 29 tactics to coach your agents more efficiently so they give customers a standout experience during every interaction

Giving Employees Belonging and Purpose: The Bottom-Line Benefits of Employee Engagement

Discovering the Key to a Team of Rock Star Agents: How to Motivate Employees And Value Your Agents to Build a Fulfilling Culture

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Break Down the Silos in your Contact Center: Rally your Agents Around a Common Purpose and Keep them Engaged

How to Map Out a Team Meeting for a More Effective Contact Center and Better Team Engagement

What can you Adopt from these Must-Have Company Cultures? Learn from the Best About Driving Employee Engagement

Check out our free guide to running your call center

Digital Transformation in the Contact Center: Cloud Migration Lessons from the Trenches [Webinar Recap]

The Four Competencies of Customer Experience: Build the Foundation of a Great Customer Experience by Connecting Purposeful Leadership and Engaged Employees

That’s a Wrap! The Contact Center Strategies and Themes You Need to Know from ICMI CC Expo 2019

Prioritizing Your Employees: Your Customer Service Agents are Foundational to Your Customer Experience Transformation

What is the Cost of Employee Turnover in Your Contact Center?