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.

Turn middle-of-the-road performers into winners

Not all contact center agents will be superstars. But you can get middle-of-the-road performers to step up when needed. Here’s how.

Why 1 in 3 agents say managers are ineffective

Some contact center leaders are failing their agents – and they don’t even know it. Here’s what new research found.

5 things agents are dying to tell you (but are afraid to say)

Even if you think you have the best possible relationships with your agents, there are some things they won’t tell you – and you should know.

Better training in 7 steps

This year, make every training session a success with these seven fresh tactics.

4 positive ways to get agents to perform better

Nearly all agents can take their performance to the next level. But how can leaders who are pulled in so many directions make it happen?

How to mystery shop your contact center on a budget

When you want an unbiased opinion of agents’ performance and service levels, you can’t beat mystery shopping. Here’s how to do it on any budget.