Jay Minnucci

Consider what it must be like the first time someone listens to the entire interaction you had with a customer and dissects it word for word.

Many times, you won’t know how important the call is until you talk to me.

It is not an exaggeration to say that frontline agents are the lifeblood of the contact center, so they certainly provide a great return on the investment. Unless, of course, they don’t show up.

Satisfaction studies are a tool, but they are not the whole toolbox. A hammer is indispensable to a carpenter, but it isn’t much help when a piece of wood needs to be cut to size.

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

The only absolute that I have learned about engagement in a contact center is this: If your agents aren’t engaged, you won’t be a top-performing center.

In many organizations, dysfunction is sitting below the surface like a dormant virus. Yes, it is quiet most of the time. But if a certain grouping of circumstances comes together, it awakens in a most viral and menacing fashion.

Visually, a transactional call looks like a straight line, while a conversational call has a number of curves and off-shoots.

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.

If the rush to the cloud continues, the attention paid to premise-based systems by vendors will decrease proportionately. It may get to a point where what is ‘right’ or ‘best’ will no longer matter.