Tag Archives: agents

Tips on How You Can Bridge the Gap Between Remote and In-Office Contact Center Agents Faster With the Right Workforce Management Strategy

Management Excellence

Laura Krajewski June 22, 2020 Last fall, Global Workplace Analytics told us that the number of people who work from home has increased by 140% since 2005. And as we live and work through a pandemic, that number has only grown. In the last few months, technology giants like Apple, Facebook, Microsoft and Twitter have … Continue reading Tips on How You Can Bridge the Gap Between Remote and In-Office Contact Center Agents Faster With the Right Workforce Management Strategy →

The Strong Link Between Engagement, Retention, and Career Pathing: Examples of Employee Development Plans that Give your Contact Center Agents a Reason to Stay and Work Hard

Employees Retention

Laura Krajewski — May 22, 2020 I have this friend — let’s call him Josh. He’d been at his job for a year, even though he didn’t love the work he was doing. The job offered Josh good pay, security and professional experience. But, ultimately, it wasn’t the kind of work he wanted to do … Continue reading The Strong Link Between Engagement, Retention, and Career Pathing: Examples of Employee Development Plans that Give your Contact Center Agents a Reason to Stay and Work Hard →

3 Ways to Keep Customer Service Agents Working From Home Engaged

Customer Service

Paul Selby — April 3, 2020 The COVID-19 pandemic continues its spread. Healthcare workers around the globe are taking heroic measures to treat those affected as scientists seek to contain it. Though life has radically changed in many ways, holding on to some sense of normalcy remains the goal, including continuing to work. Yet with … Continue reading 3 Ways to Keep Customer Service Agents Working From Home Engaged →

How to Give Work from Home Call Center Agents the Support and Resources they Need to Keep Your Business Functioning at Its Best

Business Development

Veronica Krieg — March 21, 2020 The world we live in is demanding a remote workforce. And past trends show, as employees get more flexibility, they never want to give it back. Buffer’s State of Remote Work in 2020 report found that almost every employee who works remotely, a whopping 98%, want to continue remote … Continue reading How to Give Work from Home Call Center Agents the Support and Resources they Need to Keep Your Business Functioning at Its Best →

The Anatomy of a Successful Call Center: A How-To Guide for Managing a Call Center Team Full of Stellar Agents

Call Center

Laura Krajewski — March 15, 2020 Stop me if you’ve heard this story before: You start your job as a new customer service agent at your company. You go through training, get coached to use the company software, and learn to de-escalate situations with angry customers. You learn the products, services, and you know how … Continue reading The Anatomy of a Successful Call Center: A How-To Guide for Managing a Call Center Team Full of Stellar Agents →

Call Center Improvement Strategies that Work: 4 Ways to Offer Your Agents Instant Feedback and Finally Deliver on Your Customer Experience Promises

Call Center

Veronica Krieg — March 9, 2020 Have you ever heard of Flashbulb memory? Flashbulb memory is our tendency, as humans, to only remember experiences where our emotions run high. The thrilling time we went skydiving. The upset we felt when we didn’t get that promotion. Or, the infuriating call we had with a red-hot customer … Continue reading Call Center Improvement Strategies that Work: 4 Ways to Offer Your Agents Instant Feedback and Finally Deliver on Your Customer Experience Promises →

How to Manage a Contact Center During an Acquisition: 5 Tips to Ease the Transition for Your Agents and Customers

Business Effectiveness

Veronica Krieg — March 3, 2020 People are wired to process change in one of two ways: opportunity or threat. When things shift around us, we either embrace the change and run with it, or we tense up and grasp on to feelings of fear and anxiety. Take today, for example. It’s snowing here in … Continue reading How to Manage a Contact Center During an Acquisition: 5 Tips to Ease the Transition for Your Agents and Customers →

5 Tactics to Pocket for Future Coaching Sessions with your Agents: Coach Using Data to Improve Employee Performance Management in your Contact Center

Coaching Techniques

Veronica Krieg — January 27, 2020 Only one in four employees think that their managers deliver meaningful feedback, or that the feedback they get helps them work better. What’s worse, a slim 21% of employees think their performance is managed in a way that motivates them to do outstanding work. Contact center managers struggle to … Continue reading 5 Tactics to Pocket for Future Coaching Sessions with your Agents: Coach Using Data to Improve Employee Performance Management in your Contact Center →

How Tech Can Make Your Agents More Human AND Productive

Customer Communication

Mike Brady — November 27, 2018 — November 27, 2018 qimono / Pixabay Key Takeaways Tech makes it easier for real estate agents to provide better service to clients. Digital platforms like CRM help agents build closer relationships with their clients, driving more referrals and repeat business. Agents that use tech are more productive than … Continue reading How Tech Can Make Your Agents More Human AND Productive →

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