The Supervisor Cadence – Does It Drive the Wrong Behavior?
Over the last couple of years, I have noticed the word “cadence” come up frequently within the work-at-home leadership vocabulary as part...
Industry Insights from the Virtual Live Labs™ Team
3 Strategies to Reduce Work-at-Home Employee Attrition
According to a recent McKinsey poll, the top three factors employees cited as reasons for quitting were: 1) They didn’t feel valued by...
Foster a Virtual Communication Feedback Loop in a Work-at-Home Environment
Change is continual in business, as there is an ebb and flow to what the market demands from contact center organizations. Seasonal...
3 MISTAKES LEADERS MAKE THAT SABOTAGE EMPLOYEE ENGAGEMENT
In the virtual/work-at-home environment, leaders understand that employee engagement drives productivity and performance. Successful...
“Hybrid” Team Structure can pay Huge Dividends in your Virtual/Work at Home Contact Centers
Creating “Hybrid” Self-Directed Teams in your contact center not only increase productivity, customer service satisfaction scores, sales...
The Tipping Point – It’s When Your Employees Feel Disconnected and Lonely
Virtual shock is the tipping point when an employee in a virtual/work-at-home environment suddenly has a change in attitude and/or...
A ‘Moment of Truth’ that cements a customer relationship comes from spontaneity
Most of us have had moments of truth with companies across multiple products and services that we use. These moments, according to...
Should marginal cost in subscription services be a factor in determining customer engagement?
A colleague of ours recently canceled her digital subscription to a well-known newspaper. She was relatively happy with the product, but...
Three dangerous assumptions when ramping up for seasonal surges
Ramp-ups for seasonal surges and product launches can bring teams to their knees if they aren’t sufficiently prepared. Here are three...
The ‘How’ of creating an adaptable workplace that can rapidly respond to change
Change can be difficult in business. Which is why so many leaders and organizations avoid it. But without change, organizations can’t...