Nov 27 3 mins, 32 secs read

Employee Engagement Communication Tips, Virtually or In Person

Employee engagement, virtually or in person, in best interests of all the stakeholders:  customers, employees and the o...

Nov 26 1 min, 25 secs read

Capping Average Handle Time (AHT) and Wages are Surefire Mistakes for Contact Center Employee Management

Why capping AHT and agents' wages would be two big mistakes for managing contact centers, leading to attrition and failu...

Nov 26 8 mins, 51 secs read

Employee Motivation and Incentives for Improving Contact Center Customer Experience

Employee motivation and incentives for improving contact center customer experience: intrinsic and extrinsic motivation,...

Nov 26 4 mins, 17 secs read

Contact Center Staff Retention: Get Ahead of Trouble by Pinpointing Frontline Concerns

Staff retention and low employee attrition result from proactive employee communication & WFM (workforce management)...

Nov 26 3 mins, 52 secs read

CSAT (Customer Satisfaction), Customer Retention As Internal Metrics of Quality Assurance for Contact Centers

CSAT (Customer Satisfaction) and customer retention are the best internal metrics of quality assurance for contact cente...

Nov 25 3 mins, 19 secs read

Managing Millennials in Call Centers

Managing millennials in call centers requires first understanding them, and transparent, open, specific, & connectiv...

Nov 24 2 mins, 12 secs read

Internal Quality Assurance (QA) Should be Based on External Customer Satisfaction (CSAT)

Call center internal quality assurance is based on external customer satisfaction (CSAT), not what QA team thinks what c...

Nov 23 5 mins, 49 secs read

The Importance of Human Connection in Call Centers in the Age of Remote Working

Creating human community and human connection for call centers workforce using remote working, Work from home (WFH) or h...