5 Ways To Motivate Call Center Employees

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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5 Reasons To Take Employee Engagement Away From HR

employee engagement HR

Employee Engagement is one of the most talked about topics in the corporate world today. But the conversation leaves a great deal to be desired. Fuzzy metrics, poor analysis and vapid “thought leadership” have spun up a billion-dollar industry with little to show for it. There is almost no evidence that the employee engagement industry […]

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

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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Retain Agents With Agent Quality… Of Life

retain agents

For three decades, the call center industry has gnashed its teeth about employee turnover. We have been told time and again that it is the #1 problem, it’s the most expensive challenge, and that we should tackle it by doing serious things like putting up cute posters of animals at work or handing out employee […]

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Call Centers: No More Data Driven than your Great-Auntie Sue

call centers data

Data Rich, Not Data Driven Contact center executives swim in data. For every season, there is a reason—for a spreadsheet. Extraordinarily expensive workforce optimization systems generate endless reams of numbers and dozens of KPIs for every employee. Snazzy new machine learning technologies analyze the sentence structure and intonations of employees and customers and provide billions […]

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Call Center Gamification: For Dummies

call center gamification

A Badge For Brad “I want to speak with your supervisor…NOW.” Brad clenches. He’s great at his job and hates when he can’t help. Unfortunately, six months of hearing this hasn’t made it any less frustrating or dehumanizing. “Yes, ma’am. One moment while I connect you.” Yesterday he was a hero riding bikes with his […]

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