It might be time stop dangling the carrot and the stick in your customer service center. Neither work all that well at motivating agents.
5 mistakes leaders make that kill the customer experience
May 20, 2013 Comments (0)
Many managers make subtle mistakes that mess with employees’ abilities to do a great job, as well as customers’ experiences with the company. Could you be making them, too?
7 signs your new rep won’t work out – and ways to hire better
April 22, 2013 Comments (0)
Some new hires look great on paper, even better in interviews. Then they’re disasters down the road. Here are seven signs service and sales reps won’t work out – and how they’ll ruin the customer experience if you don’t act fast.
Who’s more stressed — agents or managers?
December 7, 2012 Comments (0)
Whose stress level in the contact center is higher — agents’ or managers’? New research reveals the answer, and we’ve included tips on curbing the stress.
