Customer Experience News & Trends

One more reason to catch agents ‘in the act’

Here’s one more research-proven reason you want to catch agents doing something right.

Why you want to plan a happy hour this week

Try something outside of work to boost morale in the contact center.

3 fast ways to motivate your team today

With holiday celebrations on everyone’s minds, it might be hard to motivate them to work now. These quick tips can help.

How one hour of lost work time is costing you big bucks

A few agents lose an hour or so of work time every week dealing with something else — no big deal, right? Actually it may cost you big time.

Stop the trash talk before it hurts morale

Agents might need to blow off steam after dealing with a tough customer, but they must stop short of trash talking. Here’s why.

3 reasons you should offer more non-cash incentives

Cash is king when it comes to compensation. But non-cash incentives are certainly the queen.

What to do when agents just don’t get along

Getting along with customers is the easy part. It’s the people sitting next to us who cause issues in most contact centers. Here’s what to do.

Why eating lunch at your desk is a really bad idea

Busy day, so you eat lunch at your desk. Here’s why that’s a really bad idea for your contact center.

3 signs morale stinks in contact centers — and what you can do about it

Morale issues often start with one person, spreading like wildfire through the contact center. Here’s how to spot and stop issues quickly.

5 ways managers drive agents crazy

When it comes to turmoil in the contact center, customers and agents aren‘t always to blame. Here’s how you bosses drive them crazy sometimes.