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…

4 Tips for Managing a Multi-Generational Contact Center

4 Tips for Managing a Multi-Generational Contact Center

In the next three years, there will be a generational shift in the U.S. workforce. As more Baby Boomers transition to retirement and those in Gen Z kick-off their careers, we’ll start to feel the influence of younger professionals and the dynamics of the American workplace adjust. Just as we tailor our approach to meet…

Work-Life Balance for the At-Home Agent: 7 Ways to Encourage Healthier Habits in a Post-Pandemic Workplace

Work-Life Balance for the At-Home Agent: 7 Ways to Encourage Healthier Habits in a Post-Pandemic Workplace

Like most of you, I’ll never forget where I was the night the world shut down. I was performing at a jazz club and one of my students, Tommy, came to my show. It was my first semester teaching music as an adjunct professor at Purdue University Fort Wayne, and I was thrilled to be…

Going Green: 3 Ways to Incorporate Sustainable Practices Through Your Customer Service Team

Going Green: 3 Ways to Incorporate Sustainable Practices Through Your Customer Service Team

Not too long ago, many people believed that doing good in the world and succeeding in business were contradictory to one another. But now, what were once seen as mutually exclusive goals, are two harmonious pieces of the puzzle working in tandem.