Category: Employee Engagement

Why shaping the agent experience should be your call center's 2018 priority

Improving the quality of work life your call center agents experience can help enhance the customer experience. How often do you ask your employees how they’re doing? Aside from the typical stress that call center agents face, how difficult is it for them to execute their tasks? Have you ever asked them how they feel […]

Make your call center agents' lives easier

Your agents’ experience matters just as much as customers’ happiness. Every contact center’s goal is to deliver an effortless consumer experience. In an ideal world, that means brief (or none at all) on-hold times, quick calls, full issue resolution, and effective customer service reps. But if agents are struggling because of disorganized internal processes, then […]

5 Best practices in implementing gamification for your call center

Gamifying your call center is more than just making work more fun. It requires good intentions and effective execution. Gamification has always been touted as a way to alleviate the persisting employee attrition issues of the call center. Ideally, it seeks to improve employee engagement by introducing gamified element to a particular task. In short, […]