Contact center managers often attribute high attrition to unfulfilling tasks and a lack of professional advancement opportunities. A critical factor to consider when designing an employee retention strategy is the level of employee engagement. Read more...

Stay ahead of the sweeping changes in the marketplace. Here are some of the key themes and insights for managing customer service and experience in uncertain times. The world has changed fundamentally after the pandemic. Supply chain disruptions, Read more...

Are your frontline agents feeling burnt out? Here’s how to support them—and prevent burnout on your team Frontline employees are the face of the organization, helping customers make the right decisions throughout the buying journey and after it. Read more...