Contact Center Pipeline

Recruitment, Attrition, and COVID-19

Recruitment, Attrition, and COVID-19 How Jackson National Life’s contact center responded to the challenges.

Games People Play

Games People Play Gamification in the contact center industry is rapidly evolving from a nice-to-have to a must-have.

Managing Emotional Labor in the Contact Center

Managing Emotional Labor in the Contact Center Are your agents “surface acting” their way toward emotional exhaustion and burnout?

How to Make Remote Training Work for New-Hires

How to Make Remote Training Work for New-Hires 10 strategies and tools to deliver efficient and effective virtual training.

Customer Service Team Appreciation in 2020

Customer Service Team Appreciation in 2020 Customer care leaders weigh in on celebrating Customer Service Week in the Year of COVID.

Woe Is Me… How About You?

Woe Is Me… How About You? Three areas where you can lighten the load—for yourself and others in the contact center.

How to Retain and Engage Your Best Agents

How to Retain and Engage Your Best Agents Consciously create engagement through your leadership decisions. Six ideas to create a great place to work.

Five Ways Customer Support Can Help Marketing Efforts During COVID and Beyond

Five Ways Customer Support Can Help Marketing Efforts During COVID and Beyond Transform customer service into a revenue-driver and a valuable function within the marketing organization.

Preventing Agent Burnout

Preventing Agent Burnout Take steps to mitigate stress overload during COVID-19.

Dealing with Irate Callers: How to Prepare Your Agents

Dealing with Irate Callers: How to Prepare Your Agents

Dealing with Irate Callers: Providing Post-Call Support

Dealing with Irate Callers: Providing Post-Call Support

Don't Reduce People to Numbers… or Should You?

Don't Reduce People to Numbers… or Should You? Numerical assessments are one of the best predictors of success and growth in the contact center.

The InsideOut Approach: Three Ways Managers Can Improve a Contact Center Culture

The InsideOut Approach: Three Ways Managers Can Improve a Contact Center Culture A coaching culture empowers agents to take ownership of their growth. A model for managers and agents.

The Impact of Altruism on a Servant Leadership Culture

The Impact of Altruism on a Servant Leadership Culture The philosophy and leadership style go hand-in-hand in employee- and customer-centric environments.

Improving the Agent Experience

Improving the Agent Experience Look beyond employee engagement to improve the overall experience.

How to Quiet the Ego and Lead with Humility

How to Quiet the Ego and Lead with Humility Bring out the best in your agents. Be the kind of leader that others trust and follow.

The Consolidation Trend Will Further Hurt Quality in the Contact Center

The Consolidation Trend Will Further Hurt Quality in the Contact Center Embrace the rule of 150 to ensure team cohesion and strong performance.

Moral Leadership in the Contact Center

Moral Leadership in the Contact Center In the contact center, morality underpins how goals are accomplished. As managers and leaders, you have the power to create morality and fairness in the workplace.

Leveraging the Voice of the Employee to Improve Engagement

Leveraging the Voice of the Employee to Improve Engagement Adopt an agile listening approach to tap into your workforce’s powerful knowledge.

Promote Better Work-Life Balance in the Contact Center

Promote Better Work-Life Balance in the Contact Center Providing agents with greater work-life balance is a shrewd business practice that improves motivation and productivity.

It All Begins with Good Health

It All Begins with Good Health Prioritize your company’s role in providing agents with the sense of security that allows them to perform well in their jobs.

Recognizing and Appreciating Others

Recognizing and Appreciating Others Make gratitude and appreciation part of your culture.

More Recognition, Please!

More Recognition, Please! Providing meaningful recognition is the key to enhancing engagement and delivering organizational results.

Unlock Your Employee Engagement Potential

Unlock Your Employee Engagement Potential Invest in our people by applying a Continuous Cycle of Improvement.

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