Improving Agent Retention

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By Kelli Massaro Retaining top performers is essential to call center success.  The challenge is to create a positive work culture that sustains, nurtures, and engages employees – both as part of a team and individually.  Retention is a multifaceted issue that is affected by both intrinsic factors (individual employee needs) and extrinsic factors (organizational or departmental systems that support … Read More

26 Tips for Creating an Exceptional Customer Experience

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By: Alex Holderness As customers gain access to more options and formulate loftier expectations, delivering an exceptional customer experience is becoming increasingly pivotal. In previous eras, businesses evaluated their customer experience efforts based on the extent to which they minimized complaints and attrition.  In today’s era, that of the empowered customer, businesses cannot constrain themselves to such a retroactive approach.  If … Read More