Customer Experience News & Trends

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.

5 Olympic traits you don’t want agents to mimic

Employees can be nearly as competitive as Olympic athletes. But is their competitiveness good or bad for the contact center?

What agents really want when it comes to recognition

New research reveals what kind of recognition works best – and it works so well because it’s exactly what agents want.

Summer perks better than a company picnic

Sure, employee picnics boost morale and camaraderie, but agents probably have other perks on their minds.

Do you make these mistakes when praising agents?

Praise can make morale soar in a contact center – unless a leader screws it up. Here are the four most common mistakes.