How to Enhance the Agent Experience for Your Hybrid Contact Center Team

How to Enhance the Agent Experience for Your Hybrid Contact Center Team

Employees today have more choices and flexibility about where and when they do their jobs. While working from anywhere has its advantages, it also means leaders have the extra challenge of managing contact center agents in multiple locations.  Working differently means that leaders must also think expansively about the agent experience and how to keep…

3 Performance-Boosting Benefits of Contact Center Gamification

3 Performance-Boosting Benefits of Contact Center Gamification

Is gamification the right choice for your contact center? Are your employees excited to come to work each and every morning? Or are they disengaged, disinterested, and lack motivation or drive? Employee engagement is one of the most challenging aspects to master in the contact center. That’s why many organizations are putting increased emphasis on…

Why Sweaty Betty Doesn’t Sweat Quality Management

Why Sweaty Betty Doesn’t Sweat Quality Management

Born and bred in the heart of London, Sweaty Betty, the women’s activewear company, was forced to navigate COVID-19 restrictions on three different continents. Having expanded beyond the UK to New York and Hong Kong, the company had to quickly pivot with pandemic lockdowns in place from brick-and-mortar retail to mostly e-commerce. The company’s contact…

7 Proven Ways to Manage Contact Center Agent Staffing Shortages

7 Proven Ways to Manage Contact Center Agent Staffing Shortages

If you’re a contact center professional, you’re probably feeling the pain of agent staffing shortages. Due to the pandemic, we’re experiencing an unusual dynamic in the labor market right now. The U.S. unemployment rate was 5.4% in July 2021, higher than pre-pandemic levels, yet the news is full of stories about businesses of all sizes…

Agent Engagement: Why it Matters and 6 Ways to Nurture it

Agent Engagement: Why it Matters and 6 Ways to Nurture it

In a world where customer experience is a key to business success, contact center agents play an important role as brand ambassadors of your organization. By the time a customer reaches an agent, they’ve likely tried all self-service options and want someone who can talk with them, understand their problem, and quickly resolve it.