CONTINUOUS COACHING, NOT " YOU DID THESE WRONG " STATEMENTS, WITH POSITIVE REINFORCEMENT, IS HOW YOU SUPPORT LONG-TERM EMPLOYEE GROWTH AND RETENTION. decide the best way to move forward by discussing enhancements with your agent and supervisory staff.
AGENT EXPERIENCE
• Open communication, celebration of success, and employee wellbeing should be emphasized in all areas of the contact center.
• Celebrate individual and team achievements as well as peer testimonials.
• Incorporate flexible scheduling options around your demand needs so that agents can bid on a preferred schedule. Bid choices should be based on agent performance evaluations.
• A“ Wall of Excellence” area in the center should be developed where you display complimentary letters to staff members.
• Consider monthly“ Above and Beyond” awards and shout-outs on internal channels for“ well-done” accomplishments. Rewards can be lunches, gift cards( gas, retail stores, transportation, massages), or a day off with pay.
Continuous coaching, not " You did these wrong " statements, with positive reinforcement, is how you support longterm employee growth and retention. This, combined with service level, adherence, NPS, customer effort, CSAT, and QA scores, will ensure you are always driven by a purpose, not just productivity.
My final thoughts are that it is always a good idea to step back, look at how your contact center operates, and
CONTINUOUS COACHING, NOT " YOU DID THESE WRONG " STATEMENTS, WITH POSITIVE REINFORCEMENT, IS HOW YOU SUPPORT LONG-TERM EMPLOYEE GROWTH AND RETENTION. decide the best way to move forward by discussing enhancements with your agent and supervisory staff.
Always“ Think Like a Customer AND Employee” when you are developing new policies, procedures, products, and services.
Remember, we are all customers of someone else. Your mantra should be to treat your staff and customers the way you want to be treated.
I wish you continued success!
Laura
Sikorski is a contact center expert and industry veteran. Her operations and technology actionable strategies have increased customer loyalty and satisfaction for her clients.
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One study,“ 2025 Global Data Centre Physical Climate Risk and Adaptation Report” by XDI, predicts that 20 %-64 % of data centers in several key U. S., European, and Asian hubs could be exposed to climate change hazards by 2050. In the U. S., over 6 % of the 3,382 data centers studied fall into the high-risk category.
Either way, your CCAI is not invincible. So, preparing beforehand is the smart play.
• Evaluate your vendor ' s infrastructure resilience. Ask about their power capacity, data center locations, and their ability to reroute around outages, giving you multiple layers of resilience. Because if they are dependent on overloaded centers, especially in climate-vulnerable areas, your outage risk increases.
42 CONTACT CENTER PIPELINE
• Prioritize conversational AI integration with scalable bandwidth. Can the vendors manage heavy traffic with low latency? Do they have capacity buffers for usage spikes? Know how fast they can adjust when AI demand surges, with or without warning.
• Get details on disaster recovery. Check for data center redundancy and failover systems. Best practices like Active / Active network failover architecture protect you from single points of failure that can halt your whole AI operation. Power backups, efficient cooling, and fire protection also help your systems hold up through disruptions.
RESILIENCE
... YOUR CCAI IS NOT INVINCIBLE... PREPARING BEFOREHAND IS THE SMART PLAY.
MAKE INFORMED CHOICES
BYO AI gives you more control over your contact center stack but requires more work. Prebuilt AI integrations get you to market with AI faster but narrow your options. Whether you build or buy, the AI call center foundation must be open enough to adapt and stable enough to survive shakeups.
Ankush Gangwani is SVP of Products and GM of Enterprise Business at Bandwidth, where he builds cloud platforms that help global enterprises improve customer experience and increase resiliency at a lower cost. His team’ s most recent creation, Maestro™, won the Best of Enterprise Connect award.