Customer Experience News & Trends

Hiring for attitude? Ask these questions

If you hire for the right attitude, the questions you ask in interviews are more important than skill tests or background checks. Here’s what to ask.

8 ways to get along with people you don’t like

In a contact center, you’re bound to work with someone – a co-worker or customer – who gets under your skin. Here’s how to make that relationship work.

5 reasons best agents leave – and how to keep them

Good agents are hard to find — and it’s often even tougher to keep them. Here’s why they might leave.