Customer Experience News & Trends

6 tactics maximize employee morale to improve the customer experience

Most front-line employees are fairly happy. But is “fairly happy” enough to keep customers happy?

5 customer experience trends you should act on now

The customer experience is ever-evolving. If you don’t stay in stride with the trends, your customers will likely find a company that’s in sync with their changing needs.

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Most employees don’t care: 5 ways to get them engaged

Just one in four of the employees who deliver your customer experience really care about the job, customers and company. It’s unsettling, but you can avoid the turmoil disengagement can cause.

Are employees engaged? If not, customer experience will suffer

Do all of your employees care about their work, the company and its customers? They better, or the customer experience will suffer.

7 ‘bad boss’ moves – and how to steer clear of them

No contact center leader wants to be a bad boss. But if you pick up some poor habits, you might become one.

Who’s the boss? Many agents don’t know

Many contact center agents don’t know who the boss is – and it’s hurting morale and productivity. Here’s what researchers found is wrong.

Contact center agents should be the most engaged employees ever: Here’s why

Good news: Contact center agents are more devoted to their jobs than other company employees – and the reason is …