Your Brand is Not “Authentic”

Wednesday, March 22, 2017 Millennials

brand

Everyone wants to attract millennials to their brand. Their surging buying power, their sex appeal and ability to set trends, makes them one of the key targets of the modern marketing world. As such, tens and even hundreds of billions of dollars are spent on attracting and engaging them. One thing that has set the […]

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The Real Deal With Call Center Games

Friday, February 24, 2017 Call Center Gamification

call center games

I’m going to open by saying two potentially controversial things about modern business, so I hope you can keep reading after these bullets: Gamification, a strong contender for “Buzzword Of The Mid-2010s,” is actually stupid on its face — especially in call centers. Call centers are already gamified through performance management, where people are promoted, […]

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Want Your Millennials to Stick Around Longer? Three To-Dos

Monday, November 28, 2016 Employee Engagement

millennials

The world is abuzz about Millennials. They are invading the workforce, will soon be the largest batch of consumers, and are perplexing managers everywhere. Some of the prognosticators stereotype unfairly. But there is some use in thinking about the average millennial or critical mass of millennials from a strategic standpoint. And as one author recently […]

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7 Deadly Call Center Sins That Plague Employee Engagement

Tuesday, November 22, 2016 Employee Turnover

employee engagement

At Tenacity, we’re dedicated to showing contact centers how low employee engagement and high turnover issues are having troubling effects on customer experience and operational efficiency. In our recent report on call center attrition and absenteeism, we estimated that a 1,000 seat BPO can incur roughly $8.5M in turnover expenses per year by not improving […]

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5 Ways To Motivate Call Center Employees

Thursday, October 20, 2016 Workforce Optimization

motivate call center employees

A motivated call center employee is the last and most important line of defense in your push to deliver an exceptional customer experience. That’s because even the most carefully planned customer journey can break down. And when that happens, your clients will pick up the phone and want a real person on the other end […]

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NICE Pretends It Can Help with Call Center Employee Turnover. Again.

Friday, October 7, 2016 Employee Turnover

NICE turnover

Puff The Magic Dragon In a testament to its well-funded PR department, NICE convinced a tech journalist to write a softest-of-softball puff piece about a new feature in its WFO suite. Its title, “Can Nice Close the Revolving Door of Agent Attrition?” should have come with a bold-letter subheading: NO. Fool Me Once: Here is […]

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