A Guide to Fostering Agent Engagement in a Hybrid Contact Center
Going hybrid or remote? Agent engagement is a huge factor for success in the contact center....
Tag: agent-engagement
How to Create a Call Center Agent Satisfaction Survey That Drives Actual Change
Do you know the state of your agents’ satisfaction levels? Satisfaction surveys are a great way...
8 Simple Ways to Improve Agent Performance in the Call Center
Ready to level up your call center team this year? Improving agent performance can seem overwhelming...
Why You Should Hire Agents Based on EQ Not IQ
When hiring new talent, it’s easy to get caught up in qualifications and work experience. However,...
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Introverted vs. Extroverted: The Pros and Pitfalls of Personality Traits in the Contact Center
It’s easy to get fixated on labels. That’s why, in the contact center world, extroverts are...
The 9 Worst Phrases Contact Center Agents Say to Customers
What is the primary purpose of a contact center agent? You might say it’s to close...
Call Center Overwhelm is Not Normal — Stop Treating it That Way
Why do we treat call center overwhelm like a necessary evil? Times have changed, and the...
6 Things Contact Center Agents Are Afraid to Tell Their Managers
Lots of conversations happen daily at your contact center. But do you know what’s being left...