Motivation, Retention & Employee Engagement

Prior to COVID-19, conversations about the future of contact centers focused on AI and other optimizing technologies, such as real time score cards on customer satisfaction. Due to continuing safety concerns, the industry talk is now about distributed staffing models and best practices for remote hiring. Even with these changes, agent retention remains a priority....

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Contact Center Hiring: Use Science to Predict Top Talent

If you’re hiring for contact center work, you know the stakes are as high as ever. The uncertainty surrounding COVID-19 is intensifying the already complex customer needs agents must skillfully address in a timely manner. Plus, many contact centers are navigating the challenges of remote hiring and remote work. Luckily, we’ve got good news! Thousands...

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Top Supervisors Use These 5 Leadership Strategies to Create Winning Teams

Top Supervisors Use These 5 Strategies to Ignite Enthusiasm and Boost Performance. Effective supervisors are the single greatest catalyst for inspiring employee success and achieving high team performance. It’s probably no secret that the #1 reason for low morale and high turnover is poor supervision. Luckily, the converse is also true. No one has more...

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