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In the dynamic world of contact center operations, innovation is crucial – and one such innovation making a significant impact is gamification.   After all, there’s good reason for companies to invest in providing a positive culture, beyond attracting great talent. Companies with engaged staff typically experience not just lower turnover, but 20% higher profits according…

The success of a contact center hinges not just on the technology it employs, but on the effectiveness of its coaching and training programs. As the frontline of customer interaction, contact center agents require ongoing support and development to deliver exceptional service and drive customer satisfaction.   Yet, many organizations struggle to keep their training programs…

Unlock greater EX for unrivaled CX In this ebook you’ll find:  Grab your copy today and discover how you can lower agent attrition levels, improve agent engagement and provide a great employee experience. 

Contact centers have a turnover problem – that’s nothing new. But the revolving door of hiring and rehiring agents doesn’t just cause internal headaches, customers are feeling the pain too. Attrition rates were already high pre-pandemic. But COVID disruptions have intensified retention challenges. The result? Operational issues, sky-high costs, and declining customer satisfaction as inexperienced…

Our Quality and Coaching Specialist, Chris Mounce, caught up with Martin Teasdale on the Get out of Wrap podcast to chat about the agent experience, AI and evaluagentCX.  With decades of experience between Chris and Martin, they shared anecdotes and teaching moments from their careers as well as what’s top-of-mind for contact centers today. Watch the…

Is your contact center stuck on the attrition treadmill? Hiring and training new agents, only to have them leave shortly after? It’s time to get off the churn cycle and start retaining your top talent. The key is strengthening employee engagement. Recent research confirms engaged staff are less likely to voluntarily leave. When agents feel…

The contact center agent’s role has never been easy. Long hours, irritated customers, and constant monitoring can lead to quick burnout. But what if AI and automation could help make their jobs more enjoyable? Forward-thinking contact centers know that satisfied employees lead to satisfied customers. By leveraging the latest AI and automation tools, you can…

Forget scripts. Contact centers can transform bad experiences into exceptional ones by granting agents the autonomy to redefine what’s possible in customer service. That’s because your agents are your brand ambassadors. They’re in the best possible place to build personal connections with customers and shape how people perceive your company. But in order for them…

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