Customer Experience News & Trends

Why agents should be more involved in performance reviews

If year end means performance reviews, you better start talking more to agents now. Here’s why.

Connect with staff: 3 tips for contact center leaders

Agents are a wealth of information that often goes untapped. To get feedback that often leads to better contact center operations, leaders can try these tips.

Giving feedback: 3 keys for contact center leaders

To get agents back on track when performance dips, contact center leaders need to give constructive feedback. Here’s how.