Veronica Krieg July 13, 2020 Author’s note: We realize racism both in and out of the workplace is an extremely difficult topic and a complex subject to approach. But, its difficulty does not give us permission to disengage. At Sharpen, we believe in equality for all people. We’re working to bring those values into an … Continue reading 6 Ways to Be an Understanding and Supportive Leader as You Manage a Contact Center Team During a National Cultural Movement
Tag Archives: Contact
The Key to Managing Conflict in the Workforce, No Matter Where your Agents are Working: Naming and Addressing Conflict on your Remote Contact Center Team
Laura Krajewski July 6, 2020 We’ve all been there. You get an email from someone you work with and something doesn’t sit right. Was that word choice just a coincidence? Or, are they annoyed with me? Those absent, non-verbal cues are hard to interpret. It’s often difficult to gauge how your relationship is going with … Continue reading The Key to Managing Conflict in the Workforce, No Matter Where your Agents are Working: Naming and Addressing Conflict on your Remote Contact Center Team
The Most Effective Tools for Hiring Contact Center Agents
Jeff Furst June 24, 2020 ContactBabel, a leading analyst firm covering the call center industry that is based in the UK, recently released their 2011 US Contact Center Decision Makers’ Guide (2011 Guide). FurstPerson provided sponsorship of the report. The report covers topics focused on people, process, and technology. The report is based on extensive … Continue reading The Most Effective Tools for Hiring Contact Center Agents
Tips on How You Can Bridge the Gap Between Remote and In-Office Contact Center Agents Faster With the Right Workforce Management Strategy
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
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
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