Monday Aha! Blog

Sage Advice for Customer Service Leaders

What’s More Important? Friends, Waffles, or Work?

Having a Friend at Work Increases Agent Happiness & Engagement Creating a contact center culture in which agents are happily engaged can be difficult. One way to improve engagement is to encourage employees to develop friendships at work. Studies by…

Got Empowerment and Authority? Use it!

Supervisors are often frustrated when, despite their best efforts to empower them to make decisions on their own, agents continue to depend on them for answers. Agents do have their reasons — all of which can be eliminated with the…