Employee Motivation and Retention

Control the impact of stress in your contact center by recognizing the types of stress in your environment. Here’s a comparison of “good” stress and “bad” stress, and some tips for reducing the impact of stress in your center.

Take advantage of the relatively stable agent attrition that the current economy is fostering to prepare your contact center for when the job market starts hopping again. Here are some key tactics and indicators to watch to help control attrition even in the best economic times.

Measuring employee engagement is critical, but how can you make sure that you're creating engagement and an engaging environment in your call center?

A strong focus on agent empowerment and engagement, excellent incentives that are tied to customer-centric KPIs, and a solid C-sat measurement/management process are the key reasons why NCS Pte. Ltd. earned the ICMI Global Call Center of the Year award (Small/Medium category) in 2009.

This article compares and contrasts three home agent staffing approaches and aims to help you determine which one – or ones – might be best for your contact center.

Look carefully at the way your contact center uses metrics – the right ones, the right way -- to get agents to meet goals and produce quality contacts.

How you handle the critical period of onboarding for new-hires in your contact center is an indicator of how successful your employees, and your company, will be. Here's a checklist that will help you develop knowledgeable, productive and committed employees.

Examples of contact centers that are innovative in giving agents the authority to take action to help improve operations and elevate the customer experience.

The market for qualified call center agents is becoming more and more competitive, but looking beyond conventional labor pools and recruiting methods can help managers uncover an abundant agent supply.

To take advantage of the intelligence gathered during customer interactions, this academic approach encourages an organic structure in the contact centre that allows for the accommodation of variety by empowering the workforce to connect with customers and perform necessary work based on experience and knowledge-based assumptions.