Comfort Pets at Contact Centers? Why Not?
The use of comfort pets in the workplace is becoming mainstream. Once reserved only for special use in the wake
Monet WFO: Product of the Year
Monet WFO has been named a Communications Solutions Product of the Year by TMC, the publisher of Cloud Computing magazine.
New Strategies That Work
If your performance management procedures haven’t been revised in a while, here are six ideas that may be worth trying.
Performance Management: The Agent Assessment Form
The fundamental goal of performance management is to promote and improve employee effectiveness. One important aspect of that undertaking is
Four Tips to Become a Better Contact Center Leader
The greatest leader is not necessarily the one who does the greatest things. He is the one that gets the
Accomplish Your Contact Center Goals with Roadmapping
Business goals are like destinations. The best way to achieve them is to determine the path forward that will be
Three Ways to Motivate Your Agents (Besides Money)
The old adage “you get what you pay for” may be true, but there are times when it is simply
Volunteer Projects Support Call Center Unity
If you work with people you like, going to work every day is a little easier. And if you work for a company that seems to not only care about its employees but about the community as well, it can make you feel a little better about your job.
Creating a Positive Call Center Work Culture
To make customers happy, we have to make sure our employees are happy first. –Zappos If you are lucky enough
Tips to Boost Speed and Accuracy in After-Call Work
What do your agents do after a call or chat session ends? The answer may include updating a customer’s file
Maximize Accountability Through Performance Management
One way to maximize accountability at your contact center is with a consistent performance management program.
Who Makes the Final Call at Your Call Center?
Last year, the Harvard Business Review interviewed 7,500 customer service representatives from more than 30 countries around the world. It
Upsell Techniques That Work
It’s stating the obvious to say that the best time to sell something to a customer is when you’re already
Coming Soon: A Way to Salute Your Top Contact Center Team Members
Over the years we’ve created several blogs about the importance of recognizing the top performers at your contact center. There