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Articles by Colleen Ritchie
In Defense of a Living Wage
Employers are increasingly recognizing the ethical and economic concerns of not paying front-line workers enough to afford a livelihood. In October 2018, Amazon announced it would pay all U.S. employees a minimum of $15 per hour. While this seems like good news, it doesn’t cover what would be a “living wage,” according to Dr. Amy K. Glasmeier.
How to Be a Customer Support Hero in an IoT World
If you believe the hype about the Internet of Things (IoT), we are entering a world that’s seamlessly connected. From smart homes and wearables to connected cars and smart cities, the IoT enables innumerable ways for devices to share data and handle tasks on our behalf. But what happens when the system breaks? Who’s responsible for providing customer care when multiple devices automatically “talk” to one another but are vulnerable to equipment failures, cyberattacks, and connectivity issues?
What’s In a Name?
There is a discussion brewing among contact center leaders about what to call the front-line employees who handle calls and other customer interactions. Historically they have been referred to as “agents” or “representatives.” But as customer experience takes a more prominent role and these employees become more strategic, those titles don’t go far enough. Contact center employee names are beginning to change to reflect a strategic shift.
Engaged Employees Equal Happy Customers
Today's businesses find that happy employees are productive employees. All that happiness and productivity leads to satisfied customers too. 1to1 Media and SurveyMonkey conducted a survey of 511 consumers last month to better understand how motivation, productivity, and praise impact job satisfaction. While many are providing the necessary tools and foundation for employees to succeed, there's still room to improve.
Employee Engagement Is on the Rise
The U.S. has long been experiencing an employee engagement crisis. That's changing, according to Gallup. Gallup's tracking in March showed an upturn, indicating that companies may be breaking through engagement barriers that have caused stagnant numbers in recent years. March's numbers showed that the percentage of U.S. workers whom Gallup considers "engaged" in their jobs averaged 34.1 percent in March, the highest level since Gallup began tracking U.S. workplace engagement daily in January 2011.
Are You Taking Employees for Granted?
TTEC’s Jeff Marcoux sits down with resident employee Learning & Performance Rockstar Lamont Exeter to learn about three employee engagement tips that will drive impact to employee morale, customer satisfaction, and your business. Listen to all episodes of The CX Pod at TTEC.
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