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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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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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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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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