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

Is 100% Customer Satisfaction Achievable? For this Company Yes!

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Simplicity Sofas is a beloved company and their customer service philosophy is very simple: They do whatever it takes to surprise and delight customers. They make the furniture purchasing experience informative and enjoyable. They deliver more than customers expect. Simplicity Sofas is a furniture manufacturer in High Point, NC. and an eCommerce retailer specializing in furniture for small spaces. After more … Read More

Virtual Agents Best Practices Series – People

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As more and more managers venture in the Virtual Contact Center world and make the decision to have a portion of their company’s call center operation manned by Work at Home Agents, I thought it might be beneficial to share over the course of the next couple of newsletters some Virtual Agent “Best Practices”. Over the last couple of years … Read More