KPIs Aren’t The Sole Driver Of Employee Morale

Monday, February 13, 2017 Agent Quality of Life

driver of employee morale

True, if scary, story: I once visited a call center (well, that part I do a lot) and saw about 700 phone stations. Most of the employees in this particular call center were temporary, although the VP manager — a 6-foot-8, chiseled late 30-something male in a $7,000 suit — was definitely permanent. At the […]

Read More

Does Employee Loyalty Really Matter?

Thursday, January 19, 2017 Employee Turnover

employee loyalty

So called “thought leaders” love to breathlessly analyze employee loyalty in speeches and articles, but here’s something to initially consider: maybe the idea isn’t that valuable. As of January 2014, an average U.S. worker lasted 4.6 years on a job. In the context of a 40-50 year career, 4.6 years isn’t much. Additionally, we have […]

Read More

5 Call Center Metrics That Matter in 2017

Tuesday, January 17, 2017 Workforce Optimization

call center metrics

For too long, contact centers have been exclusively tracking metrics like average handle time (AHT) and first call resolution (FCR) that have nothing to do with improving job satisfaction and agent retention. And let’s face it—happy agents make happy customers, so they should be an important focus as you look to increase overall customer experience […]

Read More

Employee Motivation: Performance Management, Recognition and Rewards

Monday, December 5, 2016 Workforce Optimization

employee motivation

Call center executives have been trying for decades to think about how best to motivate employees. Once upon a time, whiteboards and chalkboards adorned cubicle walls, updating a team on individual and group performance. Companies tracked their employees’ speed and their customers’ satisfaction and compared their employees to one another, targeting the best for promotions, […]

Read More

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

Monday, November 28, 2016 Employee Engagement


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 […]

Read More

Progress, Not Perks, Are Key To Improving Motivation In Your Contact Center

Wednesday, November 9, 2016 Employee Turnover

improving motivation

In his 2009 book Drive: The Surprising Truth About What Motivates Us, Daniel Pink proposed a completely new way of understanding employee motivation. Pink argued that people are not primarily driven by rewards or punishment, but by increasing 3 key areas: Autonomy, Mastery, and Purpose. To truly improve performance and satisfaction, Pink recommends that you […]

Read More