In a late 2017 study by Meditation at Work, the top three sources of overall workplace stress were identified as:1 Workload — 36 percent People issues — 31 percent Work-life balance — 20 percent [...]

Have you made your New Year resolutions yet? As I thought about my own, I also thought about the top things contact centers could do to improve in the coming year. As a result, here’s my take on [...]

The nature of the buyer journey is changing. As digital communication channels continue to emerge, brands need new ways to make personal connections with customers. Contact center agents make up [...]

Every day, contact center agents act as brand ambassadors during their hundreds, if not thousands, of customer interactions.  As customers embrace self-service options, the majority of routine [...]

There’s been a sizable change in the industry as contact centers place a stronger focus on employee engagement in order slow agent attrition rates and provide a better customer experience. [...]

Companies that struggle to provide exceptional customer experiences may be overlooking an important group and its place in delivering on the brand promise: contact center agents. We spend a lot [...]

Employee engagement is no longer an afterthought. It is a must in every business, including the contact center. An Aon Hewitt study showed that a five percent increase in employee engagement can [...]