Call Center Memes: By Agents, For Agents

call center memes

At Tenacity, we talk a lot about the agent experience. The theme tends to center around the immense stress and loneliness that comes with the job, which is not always a fun topic. Agents deal with a host of day-to-day frustrations that most people would deal with by slamming their heads against a wall. One […]

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The BPO That Knows How To Get Ahead


As a company that focuses on call center employee quality of life and improving the bottom line for employers, we take pride in putting smiles on our customers’ faces. Unfortunately, the call center is a place where you rarely see employees smiling, because of the nature of the job – high stress, few opportunities to […]

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Agent Retention: The Secret To Improve Customer Experience

Thursday, July 13, 2017 Agent Attrition, Customer Experience

agent retention

People seem very concerned with customer experience these days. There are conferences on it — like CX Week, which just happened at the end of May — and numerous niche publications and the always-willing “thought leaders” in the space. It’s definitely evolved, which is ironic in a way. Wasn’t customer experience always the idea? Didn’t […]

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Major Findings From Tenacity Attrition Survey Results

Thursday, July 6, 2017 Employee Turnover, Costs and Measurement

We recently completed a survey with the Contact Center Networking Group, the industry professional network for the customer care service and contact center industry. The main results can be found in an infographic at the bottom of this post, but we’ll recap some of the key issues here. Calculating Costs is Complicated This topic has […]

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The Cost Of Turnover Is Throat Punching Your Bottom Line

cost of turnover

We’re going to get a bit esoteric to start this one. Esoteric? About Cost of Turnover? This is from an article on The New Yorker’s website, published a little bit after the 2016 Presidential election. It’s by Om Malik, the founder of GigaOM, and it’s titled “Silicon Valley Has An Empathy Problem.” This part, in […]

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How to Improve Customer Service With Employee Engagement Software

Thursday, June 15, 2017 Employee Engagement, Customer Experience

employee engagement software

At this point, we’ve blogged a bit about customer experience (a close cousin of customer service) and done even more on employee engagement. Might be time to find the intersection point of those issues. Because we’re self-absorbed (the millennial mindset?), let’s stay with us for one second. While you could argue that everything we do […]

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