Customer Experience News & Trends

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.

Motivate by personality type: 5 keys

Agents have different personality types. It only makes sense to motivate them based on those differences.

Oh $#!+ – a great agent just quit: Now what?

A great agent just quit, leaving a big hole in operations. Here’s what you should’ve done before, and should do now.

5 ways to motivate your agents – and these work better than money

Money may talk, but a few things scream when it comes to motivating contact center agents. Here are five of them.

How do you calculate the cost of training?

Training in the contact center is almost always worth the effort. Still, the bean counters may want to know how much it costs and the return on investment.