13 Easy and Creative Contact Center Rewards and Recognition Ideas

13 Easy and Creative Contact Center Rewards and Recognition Ideas

Keeping employees happy and motivated is challenging in any workplace, and agent motivation is especially difficult for contact centers. Although you might think employee happiness is less of a priority than ROI, customer experience, or profit margins — research shows that happy employees are more productive. It’s here, at the juncture of happiness and productivity,…

Creating a 360-Degree Agent Optimization Program

Creating a 360-Degree Agent Optimization Program

Your customer service agents are arguably your most critical asset and certainly your most expensive. It only makes sense, therefore, to do everything you can to optimize their performance. High performing agents lead to higher customer satisfaction (CSAT) and net promoter score (NPS) scores, increased first call resolution (FCR) rates and successful selling.