Customer Experience News & Trends

Dump incentives in your contact center: No one’s working harder for them

It might be time stop dangling the carrot and the stick in your customer service center. Neither work all that well at motivating agents.

Things to tell contact center reps that prevent turnover

If you want to avoid one of the biggest issues facing contact center leaders, you want to talk about the following six things more often.

Why you should plan more happy hours

If you want your customers to have a better experience, plan the quintessential post-work happy hour for your employees.

3 customer service reps who are costing you money

Most employees who deal with customers build loyalty and help boost the bottom line. However, there are three customer service employees who suck the life out of those around them and money from your organization.

5 mistakes leaders make that kill the customer experience

Many managers make subtle mistakes that mess with employees’ abilities to do a great job, as well as customers’ experiences with the company. Could you be making them, too?

Communicate with tact: 3 ways to give reps negative feedback

It’s fun to praise employees because it usually lifts morale and spawns even better performance. But giving customer-facing reps negative feedback isn’t so pleasant.

7 signs your new rep won’t work out – and ways to hire better

Some new hires look great on paper, even better in interviews. Then they’re disasters down the road. Here are seven signs service and sales reps won’t work out – and how they’ll ruin the customer experience if you don’t act fast.

6 ways to break bad work habits

New Years resolution or not, breaking bad work habits will help you move ahead professionally in 2013. Try these tips to curb too much Internet surfing, gossiping, tardiness and any other bad work habits.

Who’s more stressed — agents or managers?

Whose stress level in the contact center is higher — agents’ or managers’? New research reveals the answer, and we’ve included tips on curbing the stress.

4 signs your contact center is full of ‘office politics’

Even if everyone seems to get along well, office politics may be affecting morale and productivity in your contact center.