Call Center Memes: By Agents, For Agents

Tuesday, January 2, 2018 Agent Quality of Life

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

Thursday, November 16, 2017 Employee Turnover


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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How to Improve Customer Service With Employee Engagement Software

Thursday, June 15, 2017 Employee Engagement

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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Employee Engagement Software: The Obvious Answer To Call Center Turnover

Friday, May 26, 2017 Employee Turnover

call center turnover

Meet our friend Norm. Norm is not a regular in a Boston bar, although he was a bit of a drinker in college. (That’s neither here nor there.) A capable professional now, he’s second-in-command to the CFO at a $100M revenue company producing The Finest Widgets in all the land. They have several call centers, […]

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Optimizing The Outbound Call Center

Friday, April 21, 2017 Workforce Optimization

outbound call center

We all probably inherently know that an outbound call center — one typically focused on sales — is not usually going to be a stellar place to work. It’s all about numbers, and stress, and KPIs, and carrots and sticks. Buzzfeed, which doesn’t wade into the world of work that often, even has an article […]

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Since When Did Call Centers Drive Revenue Growth?

Wednesday, April 19, 2017 Employee Engagement

revenue growth

Weird business time we live in, to some extent: if you have revenue growth (or user base growth) but you lose money, you can still be a darling of investors. The examples are everywhere: Amazon essentially wasn’t profitable for 20 years. Wall Street still loved it. Uber lost about $1.2 billion in the first half […]

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