Customer Experience News & Trends

Can you guess how many people in your contact center are stressed?

Everyone knows High-Strung Harry is stressed. But the large number of other agents in your contact center who are stressed may shock you.

Stop blabbing! What you should and shouldn’t discuss about your personal life at work

The contact center often breeds a bevy of friendships — filled with chatter and comfort. But it’s not the place to spill all of your guts.

7 steps to being happier at work

Yes, you can be happier at work in a contact center. Try these tactics to make every day better.

Turn down the temperature before no work gets done!

When you want to boost productivity, turn down the thermostat. Here’s why.

Inspire agents to shoot for the next level

Almost every agent can do at least a little better. All they need is the right kind of inspiration from their leaders.

6 ways to deal with jerks on the phone

Some customers are jerks – there’s just no nice way to put it. But you have to deal with them, so here are six ways to minimize the pain.

Is there a bully in your contact center?

Contact center pros are supposed to be nice, right? Sure, but there’s still probably some bullying going on.  Here’s what to do.

Another benefit of training: Watch morale rise

The main course of training includes increased confidence and skills. It almost always comes with a side of boosted morale. Here’s how.

2 tips to cut stress when everyone faces a heavy workload

In your busiest times, try these two hassle-free tactics to cut everyone’s stress level in the contact center.

8 management habits to break today

Agents aren’t motivated? Leaders may be to blame if they have any of these bad habits.