The value of happier call center agents


Putting your customers in the hot seat to answer security questions creates anxiety and frustration that directly impacts how they feel about your brand. But if they’re asked to interrogate every call, it’s eventually going to impact their morale and level of service.

Brand Marketing: The Importance of the Millennial Influencer

Joe Rawlinson

Millennials, while many of their habits and routines may annoy the older generations, are vital to brand marketing. Imagine gathering those characteristics of this group of people and focusing their energy on a specific company brand.

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The Best Advice for Contact Centers in 2018: The Experts Weigh In


This is especially true for those of us involved in the cacophony of contact centers; we are essentially the appointed, trusted ‘brand listeners’ who hear many, many voices on a given day, including those of both customers and colleagues. It’s a noisy little planet we live on.

Guest Blog: Improve Company Culture By Listening to Your Employees


Educate your employees on exactly what your company stands for and how it differentiates from similar brands, products, or institutions. Don’t make the corporate brand and the personal brand compete.

Recognizing Great Staff Performance Is Key to Improving Service Quality

CSM Magazine

OmniServ’s other airport responsibilities include Portering, Bussing and Coaching solutions, Security, Airline Check-In and Baggage Handling, Aircraft Services, Cleaning and, through our travel retail division, Blackjack Promotions, Brand Ambassadors and Retail Hosts.

8 Qualities of Effective Contact Center Agents

NICE inContact

What if the only human interaction your customers have with your brand is through an agent working at your contact center? Wouldn’t you make sure that agent was great “brand ambassador” material? Additionally, agents influence the morale of their team. Sure, life happens sometimes, but agents who are habitually unreliable not only impact performance but they also negatively impact the morale of their more reliable teammates.

What One Change Would Most Improve Customer Support in 2018?


Support agent attrition and low employee morale were repeatedly cited as motivators for change in 2018. Account executives can act as brand ambassadors as well as points-of-contact for newly acquired clients. Balancing employee morale with bottom lines isn’t an easy task. Our 2018 customer support strategy survey was sent to 475 industry leaders. Some questions were straightforward. What is your annual budget? Do you employ remote agents?

Why Artificial Intelligence is an Agent’s New Best Friend

Natalie Petouhof

As a company’s brand ambassadors, they are the guardians of a business’s customer relationships. All of this adds up to increased agent job satisfaction and morale by off-loading routine, boring requests to the AI bot. Tweet Let’s face it. The job of a customer service agent is not an easy job.