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If you think you’ve been hearing more about agent engagement—aka “workforce engagement management (WEM)”—lately, you’re probably right. With the increasing focus on the customer experience, [...]

Every day, customers depend on the companies they trust to provide the products and services they need. But that trust isn’t built on product alone—it is developed (or destroyed) based on how [...]

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 [...]