Tag Archives: Contact

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

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

What Now? How Will Contact Centers Navigate the Post-COVID World?

Kim Campbell — May 1, 2020 If one thing’s for certain in these most uncertain times, it’s that humans are resilient. There have been comparisons of the coronavirus pandemic to an earthquake, where the initial quake shakes us to the core, but the aftershocks continue to reshape the world for months and years to come. … Continue reading What Now? How Will Contact Centers Navigate the Post-COVID World?

Consequences of a Dysfunctional Contact Center Culture

Impacts of a dysfunctional culture within a contact center What are your core corporate values, and are they being translated into the organizational culture of your contact center? Organizational culture refers to a set of shared beliefs, values, and norms within an organization that shape the way its members perceive, interpret, and react to various … Continue reading Consequences of a Dysfunctional Contact Center Culture

Making a Good First Impression: The Dos and Don’ts of Crafting an Onboarding Plan for New Hires in Your Contact Center

Laura Krajewski — March 6, 2020 Imagine this: It’s your first day at a new job. You’ve got some butterflies in your stomach, enter the office building, and… there’s no one to greet you. You ask the receptionist where you’re supposed to go, and it’s evident he didn’t even know you were starting today. No … Continue reading Making a Good First Impression: The Dos and Don’ts of Crafting an Onboarding Plan for New Hires in Your Contact Center

3 Ways to Boost Your Contact Center’s Employee Retention Rate

Suzanna Colberg — March 5, 2020 How Competition, Equity and Recruitment Improve Employee Retention Rates in Contact Centers Low retention has become problematic not just for contact centers, but for businesses in all spaces. Even some of the more bizarrely lenient IT companies are not immune to the churn among the workforce, and with the … Continue reading 3 Ways to Boost Your Contact Center’s Employee Retention Rate

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

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

How to Determine Cultural Alignment in Your Outsourced Contact Center

Amy Bennet — January 29, 2020 We talk a lot about the need to align your corporate culture with your outsourcer’s, but we know it’s a lot easier to say than it is to do – after all, it’s not a particularly quantifiable element. And it’s not totally subjective, either. In the same way that … Continue reading How to Determine Cultural Alignment in Your Outsourced Contact Center

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

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

A Guide to Change Management in Your Contact Center: 4 Strategies to Align People and Processes as You Move your Tech to the Cloud and Mature your Systems this Year

Veronica Krieg — January 10, 2020 More than 80% of CX professionals said they were starting or in the middle of a digital transformation project in 2019. And, the focal point for these transformative moves is improving customer experience. As disruptors and new competitors emerge in markets, companies continue to seek out ways to level … Continue reading A Guide to Change Management in Your Contact Center: 4 Strategies to Align People and Processes as You Move your Tech to the Cloud and Mature your Systems this Year

How to Get Past the Gatekeeper [A Guide to Getting Contact with Decision Makers]

Josh Slone — January 1, 2020 Follow @Josh_Slone Reaching an important decision maker directly is always a challenge. They usually have people employed to take their calls to filter out sales reps and anyone else not deemed to be directly important. These are the Gatekeepers. Your sales success depends on knowing how to get past … Continue reading How to Get Past the Gatekeeper [A Guide to Getting Contact with Decision Makers]