5 Reasons That Call Center Stress Is Destroying Agent Retention

Tuesday, May 16, 2017 Agent Quality of Life

call center stress

Workplace stress has been called “a costly epidemic” (seems right) and, for some unclear reason, Groupon (yes, that Groupon) recently did a study on work stress — and found it to be pretty pervasive. There is an irony to all this, of course: in the 1930s, Keynes (a relatively famous economist) predicted that we’d be […]

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Maslow’s Hierarchy: The Key To Great Customer Experience

Thursday, March 30, 2017 Uncategorized

great customer experience

Like everyone else, your organization is focused on the customer experience as a key to sustainability and growth. But for all the noise around CX these days, there remains a glaring blind spot: the call center. It is here that one of the most basic models of human motivation is butchering the experience for your […]

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Six Wholly Unbelievable Things That Improve Employee Quality Of Life

Monday, March 6, 2017 Agent Quality of Life

employee quality of life

You can be of two minds about how many people truly care about employee quality of life. Obviously the worker bee segment of the population, including call center agents, wants to make sure there’s some degree of quality of life in their roles. Who wants to spend 10 hours or more a day in stressful, […]

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Some #RealTalk On Call Center Employee Engagement

Friday, March 3, 2017 Agent Quality of Life

employee engagement

Came across this article recently about the origin of corporate buzzwords (kind of an interesting topic) and it got me thinking: what’s the worst buzzword out there? This is like picking a favorite movie or song, honestly: everyone has a specific one, for specific reasons, that often irritate you to the very core of your […]

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The Employee Incentive Program Of Your Dreams! (Or Just Common Sense)

Monday, February 27, 2017 Agent Quality of Life

employee incentive program

The first organic Google hit on call center employee incentive program (for me, at least) is titled “Focus on Agent Rewards and Recognition,” which somewhat inspired my title of this post. I cannot stand scrolling through relatively well-done research (that link above is, yes, including case studies) that is buried under a massively obvious headline. […]

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The Inherent Flaw In Call Center Stress Discussions

Monday, February 20, 2017 Agent Quality of Life

call center stress

Call center stress has always been an elephant in the room for customer service organizations. The people running these places know it exists, but they don’t necessarily acknowledge it unless some productivity KPI begins to suffer — like what happened recently in a Louisville 911 call center, or when AT&T was on the verge of […]

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